PRODUCT SUPPORT SPECIALIST & FAILURE ANALYST

Rolls-Royce Solutions Africa (Pty) Ltd has a vacant position for a Product Support Specialist & Failure Analyst based in Zambia.

Objective of Job

• Provide technical support to all technical staff in Sub-Sahara Africa remote and onsite. Provide level 2 support to technical staff where required to resolve problems in the field on all product applications to limit down time of mtu RollsRoyce Solutions products. Manage product campaign projects in the field and insure timeously completion.
• Perform Failure investigations and write level 2 failure reports, update the Global Fire platform with failure reports and research of similar failures and resolutions on product improvements. Perform Customer Care Centre (CCC) duties as case handler by updating the CEC ticketing system, drive resolution of cases to limit down time and improve customer service and product quality.

Key Performance Areas & Duties

• Coordinating with other departments for product recalls or other issues that require collaboration with other teams
• Monitoring social media activity about products or company reputation for any negative mentions that may require action from support staff
• Collecting and analyzing data from surveys, focus groups, interviews, and other research methods to track customer satisfaction with products or services
• Providing information to customers about product recalls, warranty claims, or other issues regarding faulty products or product improvements.
• Analyzing customer data to identify trends or patterns in product failure rates or satisfaction with services provided Researching and identifying new product features or improvements based on customer feedback
• Identifying potential problems with products before they reach the market by performing tests and evaluations of new designs or features(This is done by RnD in FN)
• Maintaining knowledge of industry standards and best practices for product support activities such as troubleshooting, repair and maintenance of products
• Communicating with customers about product issues or concerns in a professional manner
• Perform technical quality audits on all Rolls-Royce Solution mine sites to insure the
  highest workmanship quality delivered on our product at our customer mine sites

Qualifications

• Certified Advance Field Investigator
• Has a Diploma in Mechanical Engineering of is a Qualified Diesel Fitter Auto Motive Machinist with minimum 5-year experience
• Member of ElZ in the relevant category and
• Excellent computer literacy

Competencies

• Product certification on the industrial and Power generation MTU product range.
• Skills in Project management, People management, Business Communications &
  Report writing & Advance Problem Solving.
• Good knowledge of engines and engine materials
• Must be independent and have an analytical way of working Software Access (training will be provided)
• Microsoft Word, Excel, Outlook Level 1

The ideal candidates will always strive to deliver 10/10 experience to our customers and hold the standards of Rolls-Royce Solutions Africain high regard. Rolls-Royce Solutions Africa (Pty) Ltd is an equal opportunity employer and is committed to complying with the provisions of the Employment Act. To ensure compliance with the Employment Act, Rolls-Royce Solutions Africa (Pty) Ltd has put measures in place to ensure that employment equity is implemented throughout its organization in a manner that will best serve its interests, and the interests of its employees, customers, and broader society.