295 Product Support jobs in South Africa

Location : East Rand

Salary : R 58 000 – R 65 000 CTC Benefits : Provident and Pension Fund

Duties :

SHORT JOB DESCRIPTION : Responsible for analysis, investigation and resolution of underground equipment product-related field issues reported by customer, factory, or sales / dealer teams. Acts as a liaison between customers, engineering, and factory, identifying opportunities for product enhancement and development to grow brand loyalty through unique customer-factory experience.

DUTIES :

• Coordinate technical (FOF) handover of underground equipment to mining clients.
• Analyse technical issues related to products, conducting root cause analysis, to determine reasons.
• Analyse site and / or operational constraints and make recommendations to ensure uptime.
• Conduct advanced diagnostic repairs and maintenance.
• Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity.
• Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers.
• Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit.
• Develop potential solutions and liaising with sales and engineering teams, determine best remedial action.
• Collaborate with Technical Training for continuous improvement.
• Advise, when requested, with technical specifications for tenders.
• Represent Underground division in the product and quality development processes.
• Provide technical support to answer product-related enquiries, product performance challenges, etc. This can be done on-site, in person or via email / telephone.
• Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides.
• Conduct product demonstrations and support product training for clients.
• Assist with product launches and promotional campaigns, providing technical specialist advise.
• Remain abreast of industry innovations and monitor opposition products and performance.

REQUIREMENTS :

• Must be Trade Tested Mechanical / Electrical Engineering.
• Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
• Full computer literacy in MS Word, MS Excel and MS PowerPoint.
• Customer relations experience is essential.
• Must have a valid driver’s license.
• Demonstrate aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity!
• Fluent in English as this is essential for support.
• A team player with strong customer service, communication, written and technical phone support experience.
• Ability to work hours outside of normal day shift.
• Able & willing to travel as & when necessary.

• Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
• Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Daily assistance with call retrieval requests if the need arise.
• Effectively managing of resources in own team to help other teams in Customer Experience when required.
• Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
• Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
• Upkeep of administrative staff files including all policies and procedures.
• Collation and analysis of statistics on a daily / weekly and monthly basis.
• Collation and discussion of KPA’s and implementation of Performance evaluation and PDP’s where applicable.
• Daily spot checks to be done on agent performance through call listening and “on the job” coaching.
• Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP’s.
• Daily monitoring and follow up / coaching on individual QA scores, targets, telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within department, investigate and propose possible solutions for problems.
• Continuous implementation of staff motivation through creative and innovative ideas.
• Be able to interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support.
  
  

• Matric
• 2-4 years Supervisory experience in customer service (Inbound).
• Excellent understanding of telephony monitoring systems and interpretation of reports
• Advance knowledge on the following systems required:
• CDS, CRM, Skytrax
• Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms)
• Aspect & Webrecall·
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skill
• Work accurately with high level of attention to detail.
• Ability to work under pressure.
  
  

Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units.All queries and request will be assisted/dealt with efficiently and professional.

• Provide telephonic service existing clients.
• Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries)
• Liaise with internal / external clients, branches, consultants, as well as fitment departments
• Capture, maintain and update customer and vehicle details
• Communicate with the Cancellation department when receiving cancellation request from the clients
• General office administration (Pull reports, Investigation, Roaming and Login/reset passwords)
• Provide feedback to the internal and external customers
• Creating, allocate and follow up on service requests
• Handle internal and external complaints on Telephonically and emails
• Any other related tasks or duties assigned by the Supervisor / Line Manager
• Adherence/Comply to schedules as determined on the Telephony system.
• Must have Matric / Grade 12
• 1-year previous call centre experience
• Computer skills: MS Office, MS Outlook as well as MS Internet Explorer.
• Understanding of telematics & telecommunications, specifically GSM & satellite communication
• Excellent Communication (verbal and written) skills
• Ability to take ownership of tasks and queries
• Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.
• Initiative
• Teamwork
• Problem solving
• Customer centric

Click the button below to visit our FAQ/Support page and ask for help.

Tracker requires the services of a Supervisor in the Customer Experience (Product Support) Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

• Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
• Take ownership of escalated queries and ensure query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Provide daily assistance with call retrieval requests if the need arises.
• Effectively manage resources in own team to help other teams in Customer Experience when required.
• Ensure meeting of team targets/deadlines as per Key Performance Agreement and manage non-adherence according to set guidelines.
• Maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly.
• Uphold administrative staff files including all policies and procedures.
• Collate and analyze statistics on a daily, weekly, and monthly basis.
• Collate and discuss KPA’s and implement Performance evaluation and PDP’s where applicable.
• Conduct daily spot checks on agent performance through call listening and “on the job” coaching.
• Ensure staff are continuously updated with current and new products, procedures, and processes through meetings, training sessions, and up-to-date SOP’s.
• Daily monitor and follow up/coaching on individual QA scores, targets, and telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within the department, investigate, and propose possible solutions for problems.
• Continuously implement staff motivation through creative and innovative ideas.
• Interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arises to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support.

• Matric
• 2-4 years Supervisory experience in customer service (Inbound).
• Excellent understanding of telephony monitoring systems and interpretation of reports.
• Advanced knowledge of the following systems required: CDS, CRM, Skytrax.
• Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms).
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skills.
• Work accurately with a high level of attention to detail.
• Ability to work under pressure.

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

Join Our Corporate & Investment Banking company as a Loan IQ Subject Matter Expert! Leverage your deep Loan IQ expertise to optimize our structured lending operations. You'll be pivotal in user training, system enhancement, and driving technological improvements. If you're passionate about technology and finance, and have 5+ years of Loan IQ experience, apply now to shape the future of lending!

Responsibilities

• Provide expert support and training for the Loan IQ system, ensuring optimal utilization.
• Drive technology-led improvements to enhance structured lending processes.
• Collaborate with stakeholders to define user stories and ensure development quality.
• Identify automation opportunities and contribute to "to-be" process design.
• Utilize your deep knowledge of Loan IQ and CIB structured lending products to deliver strategic goals.
• Become a recognized expert in Loan IQ.
• Influence strategic technology decisions.
• Develop your skills in a dynamic and challenging environment.
• Work on complex, multi-disciplinary projects.
• If you're passionate about continuous learning and growth, and have a proven track record with Loan IQ, we want to hear from you.

Qualification and Experience

• 5+ years of Loan IQ user experience.
• 2+ years as a Loan IQ subject matter expert.
• Strong understanding of SDLC, business analysis, and project management.
• Excellent communication and stakeholder management skills.
• Degree in Operations, Finance, or Technology (preferred).

Mid-Senior level

Contract

Information Technology

Banking and Financial Services

This entry level position is responsible for facilitating the initial call from external customer inquiries or incidents. Responsible for answering questions, creating initial tickets and may perform incident resolution. Is in direct contact with the customer and serves as an integral part of the CSG International Service Desk.

Customer Service

Serves as the initial point of contact for external customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
Answers questions on lower complexity external call types; resolves requests and basic issues on initial call.
Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction
Incident Management
Gathers incident details and records those details in the tracking system – including:
Incident description and customer information,
component of the product or services affected
Business impacts, workflow and subsequent severity level
Escalates customer incidents when unable to resolve within the service desk.
Facilitate Troubleshooting
Assists internal teams and resources to troubleshoot and identify incident resolution
Capture and record initial triage information required by teams to research
Upon resolution, coordinates with customer to validate service restoration
Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values.
Understands and adheres to all applicable regulations, laws (including the Bank Secrecy Act), card association rule, CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified.

Requirements

(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)
1-2 years experience in customer service environment
Knowledge, Skills and Abilities
(Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.)
Troubleshooting Skills and Technical Acumen
Ability to anticipate issues and provide technical solutions for current and new internal application launches.
Strong problem-solving skills and sound judgment and decision-making ability
Ability to interpret and translate technical terminology

Communication Skills and Ability

Ability to write clear and concise updates and correspondence.
Possess strong written and verbal communication skills.
Ability to read, write, speak and understand the English language in a business environment.
Ability to present information and respond to questions to a variety of levels – both internally and externally

Incident Management and Customer Service Skills

Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
Ability to handle all user interactions in a professional, courteous manner
Ability to respond effectively to the most sensitive inquiries or complaints.
Ability to coordinate with second level teams to provide issue resolution.
Effectively Use Knowledge, Tools, and Resources
Ability to plan and organize work in an effective manner under critical time constraints
Ability to understand and apply CSG standardized instructions.
Effectively utilizes the knowledge base, documentation and tools to assist in first call resolution of issues
Ability to resolve basic calls types with the use of existing tools and minimal assistance.
Ability to use a personal computer. Proficiency with other Microsoft Office applications.

Location(s):

Introduce yourself to our recruiters and we'll get in touch if there is a role that seems like a good match.

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people (CSGers) are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations , representing the most authentic version of ourselves to build a better future together. That's just who we are. If not us, then who? Learn more

CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender IdentityEmployer.CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision.

CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 ( or email us at . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

For the EEO it's the Law posting, click HERE .

A reputable Mining and Engineering company in Cape Town is looking to employ a Product Support Engineer.

1. Mechanical or Industrial graduate engineer with product development and product support experience (Minimum 5 years experience).
2. BSc Industrial, Mechanical or Electrical Engineer.

R4000 - R45000 - Monthly

Are you a dynamic leader with a strong technical background and a passion for customer satisfaction?

A well-established client in the heavy equipment sector is looking for a Product Support Manager to join their Durban-based team. This is a fantastic opportunity for a commercially savvy individual to drive profitable growth, manage high-performing teams, and ensure outstanding after-sales service delivery.

Key Duties:

• Manage and develop the after-sales team to achieve departmental targets
• Generate parts and service turnover through strategic initiatives
• Build and maintain strong relationships with customers and internal stakeholders
• Drive the component rebuild business by developing marketing strategies and pricing models
• Monitor and report on business performance, including regular marketing audits
• Lead service operations and ensure compliance with customer service protocols
• Oversee fleet management and operational effectiveness
• Ensure regional financial targets are met through balanced scorecard metrics

Candidate Requirements:

• Qualified Artisan or relevant Engineering Diploma/Degree (B.Eng or B.Tech preferred)
• Additional qualifications in Marketing, Business Administration or Commercial Sales advantageous
• Minimum 57 years experience, with at least 3 years in a management role
• Strong background in equipment management and Caterpillar components
• Solid understanding of financial and strategic management principles
• Proven business development experience and ability to drive growth
• Exceptional communication, negotiation, and customer relationship skills
• Proficient in SAP, CRM systems and general computer literacy
• Willingness to travel when required

EE Disclaimer:
All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.