FIELD SERVICE TECHNICIAN– SUPPORT & INSTALLATION

We’re Hiring: FIELD SERVICE TECHNICIAN– SUPPORT & INSTALLATION

Location: Johannesburg, South Africa Department: Field Services

Role Summary

The Field Service Technician – Support & Installation is responsible for installing, configuring, maintaining, and supporting hardware and software solutions at customer sites and remotely. The role provides technical troubleshooting, customer training, system maintenance, and operational support to ensure optimal system performance, high service standards, and customer satisfaction while meeting agreed service levels and company standards.

Onsite Technician - Key Responsibilities

System Installation & Deployment

• Install, configure, and implement software and hardware solutions at customer sites.
• Perform new store setups, upgrades, and system migrations.
• Configure stock, POS, and back-office systems according to customer requirements.
• Conduct system testing and verification to ensure successful implementation.

Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, network, and peripheral issues.
• Provide on-site technical support to franchise and independent store customers.
• Troubleshoot and resolve stock, operational, and system-related queries.
• Escalate complex issues to relevant support teams when required.

Customer Service & Training

• Deliver on-site user training and operational handholding.
• Assist customers with system usage, best practices, and troubleshooting.
• Conduct courtesy visits and customer follow-ups to ensure satisfaction.
• Build and maintain strong customer relationships through professional service.

Maintenance & Compliance

• Perform preventative maintenance on installed systems and equipment.
• Conduct store audits and health checks to ensure system compliance and optimal performance.
• Maintain accurate service records, reports, and documentation.
• Ensure all installations comply with company standards and procedures.

Operational Support

• Provide after-hours and emergency support when required.
• Work closely with customers, support consultants, and technical teams to resolve issues.
• Manage and prioritize service calls to meet agreed service levels.

Customer Support Consultant - Key Responsibilities

Customer Support & Issue Resolution

• Provide telephonic, remote, and online support to customers.
• Log, track, and resolve customer incidents, queries, and service requests.
• Investigate, troubleshoot, and resolve software and operational issues.
• Ensure timely resolution of customer problems in accordance with service level agreements.

Client Relationship Management

• Manage customer communications professionally and efficiently.
• Handle customer complaints, escalations, and service-related concerns.
• Conduct courtesy calls and follow-up engagements to ensure customer satisfaction.
• Build positive relationships with franchise and independent store customers.

Technical Assistance

• Assist customers with stock, operational, and system-related queries.
• Provide remote guidance on software functionality and best practices.
• Support technicians and field staff with technical and operational queries.
• Escalate unresolved issues to development, implementation, or specialist teams.

Training & Knowledge Sharing

• Deliver user training and refresher sessions where required.
• Assist with the creation and maintenance of training documentation and user guides.
• Educate customers on new features, processes, and system enhancements.
• Promote customer self-service through knowledge sharing and support resources.

Service Delivery & Administration

• Monitor support queues and prioritize incidents according to severity and impact.
• Maintain accurate records of support activities and resolutions.
• Contribute to process improvements and customer service initiatives.
• Provide after-hours support when required to ensure business continuity.

Key Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Problem Solving & Analytical Thinking
• Communication & Interpersonal Skills
• Training & Knowledge Transfer
• Time Management & Prioritization
• Remote and Onsite Support
• Service Delivery Management