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Johannesburg: Parts Technical Support Representative

Johannesburg: Parts Technical Support Representative

Posted on 2025-06-06 00:00:00

Employer Unspecified
Category Customer service / support
Location Gauteng  / Johannesburg

Job Summary

Key Responsibilities: Act as the primary contact for all parts-related inquiries from dealers and end-user customers via email, telephone, and other communication channels. Provide comprehensive technical support related to the companys online parts platform, including assistance with navigation, troubleshooting issues, and offering product-related guidance. Identify and report system defects, recommend platform enhancements, and assist in testing new features and fixes to improve user experience. Investigate and resolve advanced technical and product-related queries, ensuring timely fault identification, isolation, and resolution. Manage escalation of issues in line with company policies, including gaining necessary managerial approvals when required. Handle custom or special orders that require additional coordination with internal departments such as logistics and warehousing. Ensure accurate and up-to-date data capture in the customer relationship management (CRM) system, while monitoring team compliance and reporting any irregularities. Conduct regular follow-ups with key customers to ensure they are deriving full value from the parts platform and support services. Identify customer needs during interactions and recommend additional services or products that could enhance their operations. Support compliance efforts by monitoring processes, identifying nonconformance with internal procedures or regulatory standards, and escalating issues as appropriate. Candidate Requirements: Diploma or Degree in Mechanical Engineering (essential). Previous experience in technical customer service or parts-related support is highly advantageous. Strong understanding of dealer networks, parts logistics, and supply chain operations. Excellent problem-solving and communication skills with the ability to work both independently and collaboratively. Comfortable in both office and warehouse environments as required. Proficient in using CRM systems and other digital platforms for customer support and order management. This is an exciting opportunity to join a forward-thinking organization that values technical expertise, customer service excellence, and continuous improvement. If you are passionate about engineering support and committed to professional growth, we invite you to apply.

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