Website Globe 24-7
The Company
Globe 24-7, in partnership with a leading mining equipment provider, is seeking an experienced Technical Sales and Support Representative to join their team in South Africa on a 12-month renewable contract.
The Role
The incumbent will manage and support a dedicated portfolio of major clients across the Africa region, building strong, trust-based relationships through personalised, high-quality technical support.
The primary objective is to deliver an exceptional client experience throughout the Product Lifecycle Service, driving long-term satisfaction and retention. This position will proactively identify opportunities for parts and service orders, prevent client attrition, and reinforce the organisation’s value proposition, directly contributing to sustainable business growth across the region. The position reports to the Technical Support Manager.
The Responsibilities
Customer and Site support:
- Respond promptly to client enquiries regarding asset performance and technical issues, providing troubleshooting guidance and coordinating on-site support where required.
- Conduct scheduled and ad hoc inspections, track performance data, identify trends, and generate detailed reports to support informed decision-making.
- Support the implementation of preventive maintenance strategies and long-term technical solutions to enhance asset reliability and durability.
- Maintain accurate documentation of service requests, investigations, resolutions, and preventive actions.
- Collaborate closely with Engineering, Sales, Service, and Product Support teams to deliver seamless client solutions and share technical best practices.
- Understand client challenges and provide tailored, customer-focused technical support to strengthen long-term partnerships.
Defect Management:
- Identify, track, and resolve asset defects to enhance performance and longevity.
- Assess warranty-related matters and coordinate efficiently with internal and external stakeholders to process claims.
- Collaborate with sourcing, costing, and engineering teams to provide accurate technical guidance on defect resolution and warranty support.
Business Growth:
- Proactively identify and pursue parts and service sales opportunities aligned to client needs, contributing to revenue growth and targets.
- Advise customers on suitable components for repairs and maintenance, ensuring optimal asset performance.
- Support the development and execution of regional sales strategies.
- Prepare regular reports covering client status, technical support activities, sales pipeline, and growth initiatives.
- Stay informed on industry trends and competitor offerings to provide relevant insights and maintain a competitive edge.
- Maintain strong, long-term customer relationships to drive repeat business and share structured feedback on client needs, product enhancements, and service gaps.
Commissioning Support:
- Provide pre-commissioning support by verifying readiness of required parts, tools, and documentation, and coordinating with engineering, procurement, and logistics teams.
- Support on-site commissioning activities, including installation and setup of mining components, guiding site teams on correct assembly, usage, and calibration, and ensuring assets operate in line with design specifications.
- Address technical queries during commissioning and document any issues, escalating where required.
- Deliver post-commissioning follow-up, including performance tracking, client support, and gathering feedback to improve future processes.
- Collaborate closely with site, sales, engineering, and product teams to ensure commissioning success and contribute to the development of commissioning standards and best practices.
Design Information Support:
- Act as a liaison between clients and design teams, ensuring field feedback informs continuous product improvement.
- Oversee product validation, testing, and performance analysis to support quality and reliability.
- Provide accurate technical documentation and training to internal teams and clients on new design updates and best-practice product use.
- Maintain structured records of design modifications, case studies, and lessons learned to support ongoing knowledge sharing and improvement.
Product Improvement:
- Gather client feedback and field performance data to identify product improvement opportunities.
- Conduct on-site failure analysis and root cause investigations, communicating findings to Engineering and Manufacturing to enhance durability, efficiency, and design.
- Drive continuous improvement initiatives based on operational challenges and site observations.
- Develop technical reports and submit structured recommendations (including Engineering Job Requests) to support iterative design upgrades.
Recycling Management:
- Coordinate recycling services for assets, including managing their relocation from site.
- Collaborate with supply chain and logistics teams to ensure efficient and cost-effective recycling processes.
The Requirements
- Degree or diploma in Mechanical Engineering or a recognised trade qualification in boiler making, welding, fabrication, or a related heavy manufacturing discipline.
- Certifications in equipment maintenance, diagnostics, or asset management (preferred).
- Proven hands-on experience in mobile mining equipment within a technical support, field service, or maintenance capacity
- Demonstrated ability to identify business growth opportunities and contribute to revenue targets within existing accounts.
- Experience working with ERP or accounting systems (e.g., SAP or similar).
- Strong verbal and written communication skills, with the ability to engage effectively across all levels.
- Experience in planning, scheduling, and project management.
The Rewards
- The position offers a competitive remuneration package.
- Opportunity to join a growing, globally connected team
Contact Us
Please apply directly by submitting your resume, preferably as a Microsoft Word document.
