Overview
An exciting career opportunity is available for a Service Engineer with a focus on Land Surveying to join our client's team. The successful candidate will report to the Technical Support Manager and play a pivotal role in ensuring customer success through training and after-sales technical support for geospatial products and solutions. This position is based in Cape Town and requires collaboration with the Technical Support team, Sales team, and Segment Managers/Product Specialists.
Responsibilities
Product Training
Conduct needs analysis of end users and prepare tailored training materials and agendas.
Facilitate technical training for customers and product end users on new products or upgrades.
Continuously expand personal product knowledge.
Provide internal training as required.
Technical Support
Diagnose and resolve product/solution issues using established troubleshooting protocols.
Deliver optimal technical support through field visits or telephonic assistance.
Guide customers through resolution steps during telephonic support.
Log and report all product/solution issues and manage field dispatch schedules.
Build and maintain strong customer relationships.
Provide technical support to internal sales teams during pre-sales and implementation phases.
Assist with technical presentations at product launches and seminars.
Quality Control
Ensure quality control of all products and solutions dispatched to customers.
Qualifications
Education & Experience
Degree/Diploma in Surveying or a relevant engineering/technical field.
Minimum of 4 years of proven field service/support experience.
Experience in the Geospatial industry is advantageous.
Experience working with drones.
Remote Pilot License (RPL) or Remote Pilot Certificate (RPC) is required.
Role Requirements
Valid driver’s license and own vehicle.
Willingness to travel and be away from home regularly.
Skills & Knowledge
Strong understanding of industry applications, customer requirements, and market developments.
Knowledge of solutions implementation and service-level support best practices.
IT proficiency, including CRM software and Microsoft Office.
Ability to troubleshoot, repair, test, and service technical equipment.
Excellent communication skills (verbal and written).
Strong reasoning, critical thinking, and problem-solving abilities.
Core Competencies
Planning, organizing, and coordination skills.
Conceptual ability to analyze, interpret, and offer customized solutions.
Reliability in delivering promised services to customers.
Day-to-Day
Conduct customer training sessions and ensure they are tailored to specific needs.
Provide technical support through field visits, phone calls, and troubleshooting.
Collaborate with internal teams to support pre-sales and product implementation.
Maintain detailed logs and reports of customer issues and resolutions.
Travel to customer sites as needed to ensure optimal service delivery.
If you are passionate about technical support and customer success, and meet the above qualifications, we encourage you to apply.