Product Support Specialist Excavators - Construction Machines

Introduction

To ensure a specialist support for Construction machinery to clients and to upskill all delegates through effective training.

Decisions may affect a work unit or area within a department, and may contribute to business and operational decisions that affect the department.

Problems will vary, requiring analysis or interpretation of the situation. Problems are to be solved using knowledge and skills, and general precedents and practices.

Duties & Responsibilities

Product Support / Technical Support

• Assist HCAF Dealer network with technical enquiries and technical problems with machines to resolve product issues .

• Investigate into field information reports to identify notifications of serious problems

• Determine the cause of problems and submit Field Information Reports to factory to assist customer and provide accurate feedback .

• Receive and enforce service bulletin instructions to ensure compliance

• Provide technical support to all external customers and conduct continuous monitoring of service and product quality

• Perform any ad-hoc projects on request .

• Perform regular site visits to advise customer and dealer of possible problems, and increase parts sales.

Training

• Perform training to delegates on specialized field on predetermined dates .

• Assess staff on practical training to upskill the workforce and build internal confidence

• Provide feedback to HCAF Training Supervisor regarding the progress of mechanics in practical training

• Provide feedback to HCAF Training Supervisor regarding the progress of mechanics in practical training

• Conduct training to mechanics on technical report writing to ensure efficient reporting to customers .

Warranty Claims

• Assist Warranty Coordinator with technical queries to judge warranty claims .

• Ensure continuous checking of Field Information report to ensure warranty claims are processed timeously

• Conduct trend analysis on all warranty claims to identify possible trends in breakdowns .

Organisational Culture and Values

• Ensure the Kenkijin philosophy, values, principles and behaviors are promoted and established through the business unit .

Ad Hoc Duties

Perform any reasonable request as requested by any person within Hitachi within a reasonable time

Desired Experience & Qualification

• Grade 12 (Essential)

• Qualified Mechanic / Hydraulic / Electrical – NQF 4 - Essential

• Certificate in Engineering – NQF 5 - Desirable

• Facilitator – Training – NQF 5 - Desirable

• Earthmoving experience with electrical and hydraulic – operational – 5 years – Essential

• Troubleshooting and Fault Finding – Operational – 5 Years – Essential

• People Management – Operational – 2 years - Essential

• Fit for Duty

• No Criminal Record

• Clear ITC record

• Code B Driving License - Essential

• Hitachi Machine Licenses - desired

• Valid Passport

• Fit for Travel (Yellow Fewer)