Technical Support Engineer at Rubicon Energy & Automation

The main function of the Technical Support Engineer is to attend to all day-to-day technical enquiries within the branch, both internal and external, and ensure that all sales staff and customer technical tickets are serviced and closed. The ultimate aims are to ensure that adequate technical skills are available within the branch, and that quality support is provided so that customers are impressed by our after-sales service. 

Responsibilities

Attend to customer technical support requests by:

• Email
• Phone
• Any other means (eg: Instant messages etc.)

Attend site in local, national and possibly international locations to:

• assist in commissioning new systems
• assist in diagnosis of faulty equipment
• troubleshoot any other issues
• Assist sales personnel with technical enquiries around our products and systems
• Assist in system design
• Assist in troubleshooting faulty equipment
• Diagnose warranty claims
• Liase with factories and suppliers on technical issues
• Help create technical documentation for new products
• Provide customer training on various equipment as necessary
• Regularly attend supplier training
• In SA
• At supplier factories (generally in Europe or China)

Work closely with the other tech support staff around the country: 

• Collaborate on improving systems
• Help resolve issues in other areas where skills can be shared for common good
• Investigate and document potential serial issues
• Assist R+D department in product specification and development when necessary
• Meet regularly to discuss tech support issues 

Document your activities within the company CRM. 

Other

• You may occasionally be required to carry out other tasks not outlined above on an ad-hoc basis, to achieve the necessary levels of customer service. This may include but is not limited to various sales related functions, managing customers when a rep is absent, resolving telephone queries and so on. 

Qualifications

One or more of the following:

• Electrical qualification (ND ideally) 
• Electronics qualification (ND ideally)
• Factory / Industrial automation qualification
• Other relevant diploma (eg: renewable energy)

Experience

One or more of the following:

• Industrial / factory automation
• Renewables or Solar PV
• Technical Support experience