Summary
Date Posted: Thursday, November 02 2023, Base Salary: Not Disclosed

JOB DETAILS:

Job Summary:
The Product Support Engineer is responsible for assisting end users with issues within the company's products and services portfolio. The Product Support Engineer either resolves or passes the customer's problems to the appropriate development and engineering teams. The Product Support Engineer also provides consistent progress updates to the end user and keep them informed about the issue's status.

Salary Scale: K6 (2)
Reports to: Senior Product Support Engineer

Key Functions:
• Troubleshoot issues: Product support engineers actively monitor the product to detect problems or issues. They thoroughly investigate the issue by analysing available data to identify the root cause of the problem.
• Participate in Product Development: Provide input to product development engineers during building and testing through reading customer reviews and complaints and provide feedback to the development team to improve the product's performance in successive versions.
• Support Customers and Users: Help users resolve usage difficulties and educate them on optimising their product usage via various communication channels like phone calls, emails, in-person meetings and live messaging while ensuring pleasant customer interactions.
• Prepare Technical Documentation: Develop extensive documentation to help other team members understand the issues with the product and create technical documentation like troubleshooting guides and release notes for subsequent upgrades.
• Suggest product improvement: Actively listen to customer feedback and complaints, they keenly understand the features that customers expect in the product and pass this critical information to the development team while suggesting product improvements.
• Skilling and Capacity Development: Lead, mentor, develop, coach, train and appraise subordinates and peers to help them be successful in their roles and to progress in their skills and abilities.
• Reporting and Analysis: Develop and implement Monthly Work Plans necessary for executing the above duties and responsibilities and Performance Reports detailing all product support aspects within the company.
• Any other duties assigned by the immediate supervisor.

Minimum Qualifications
Bachelor’s Degree (Honors) in Electrical or Mechanical Engineering or Related Field from a recognized Institution.

Minimum Experience
The applicant should have General Working Experience of at least Two (2) years. The applicant should have served in a Product Support role or related field in a reputable organization for at least One (1) year.

Core Competencies
• In-depth Understanding of the Products and Technical Processes
• Data Analysis and Data Management
• Knowledge of the Products and Services the Company is Offering
• Technical and Engineering Documentation
• Proficiency in the use of Microsoft Office Suite and ERP Systems

Behavioural Competencies
• Complete Tasks within Set Budgets, Timeframes and Standards
• Good Communication and Interpersonal Skills
• Ability to take Initiative and Good Decision-Making Skills
• Adaptable and open to a Flexible Schedule
• Ability to Learn and Acquire New and Relevant Skills
• Duty of Care while Operating within the terms of Company policies and procedures



Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

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