Support Engineer hybrid​/remote

General Description:

Purpose:

To proactively manage customer interactions—both potential and existing—by providing exceptional support to the company’s sales and service functions. This role involves assisting with in-house engineering tasks related to product, process, and software enhancements. Additionally, it includes conducting product demonstrations, trials, installations, commissioning, maintenance, and troubleshooting at client sites as needed. The role also focuses on routine and corrective remote calibration of analysers.

Responsibilities also extend to delivering presentations, generating reports, and performing data analysis to drive continuous improvement and customer satisfaction.

B. Eng. Electronic or

B. Eng. Mechatronic

Linux Operating Systems, Bash Scripting, proficient in Excel, contract management, project management

Minimum of 2 years:
Electronic fault finding and improvements, Software development (Python, Pascal,

C), Linux Systems, Engineering Support, Worked on mineral processing plants.

• Find causes of reported faults on instruments
• Repair/replace components as needed
• Test repairs to confirm error resolution
• Create hardware solutions to problems

• Troubleshoot and bug‑fix observed issues

• Set up software
• Assist with ad‑hoc queries
• Source components where applicable
• Complete set up documentation as part of the QC process
• Assist with integrating new components

• Identify potential product and system improvements
• Implement, test and roll‑out software related improvements

• Support sales efforts by aligning customer requirements with product offerings and service capabilities, conducting product demonstrations and technical presentations
• Ensure all customer‑facing documentation and reports are accurate, professional, and aligned with company objectives.

• Maintain client relationships through proper communication
• Take responsibility for client issues by managing collaborative problem resolution
• Ownership of calibration and performance for multiple clients
• Support the renewal of Product Support Services (PSS) contracts by providing technical input and performance feedback.

Overall client satisfaction

Assist in developing client references and case studies by capturing successful project outcomes, demonstrating value delivered, and strengthening overall client satisfaction and confidence