Areas of Responsibility / Tasks

General

• The Systems Technical Support Engineer (STSE) is responsible for the technical maintenance of installed systems, and customer liaison in this regards.
• Technical maintenance includes all support as well as preventative maintenance.
• The STSE will often be required to provide assistance in the execution and commissioning phases of new systems installations and upgrades.

System Maintenance and Support

• Execution of scheduled on-site maintenance visits. The planning of routine visits must be conducted in conjunction with the Systems Project and support Manager
• Systems technical support function – facilitate the resolution of system support issues efficiently while keeping the customer regularly informed of the progress status. Always contactable by Landis+Gyr management via the company sponsored mobile phone, and always contactable by agents/customers when on standby according to the agreed standby roster.
• Manage all support call information by entering and updating on the Epicor call logging system. Review and report on calls as arranged.
• Systems execution and commissioning – will be called in from time to time to assist with in house testing and on site execution and commissioning of new and upgraded systems.
• Customer Liaison – build solid working relationships with the end customers, and keep communications channels open with the customer, especially during support situations/crises.

Skills / Attributes

• Planning and Organising
• Problem solving, facilitating and coordination (hands on)
• Multi-tasking
• Computer
• Communication and interpersonal (Cross Functional & Cross CulturalCompetencies

Experience and Qualification

Qualifications:

• Mimimum: National Diploma – Relevant
• Desired: University degree – Relevant

Professional Experience

• Minimum: least 5 years experience in the appropriate industry, with a working knowledge of systems projects and related concepts and financial aspects
• Preferred: Oracle, Scripting MSQL, postgresql, DBA

Leadership Experience :

• Leadership experience
• Strong Customer Service Focus
• Highly interactive

Intercultural Experience

• Demonstrated experience of working effectively in a multi-cultural environment

Capabilities

Which of the following capabilities are the most relevant for this function?

Results Orientation, Decision Making, Initiative, Creativity, Change Orientation

D R I V E

Ability to Analyze, Organizing and Quality Orientation, Ability to Learn, Strategic Orientation

F O C U S

Assertiveness, Communication Skills, Customer Focus, Networking Skills

I M P A C T

Coaching and Mentoring, Situational Sensitivity, Motivation and Inspiration, Team Skills

G U I D E

Results Orientation

Organizing and Quality

Ability to Analyze

Creativity

Initiative | Assertiveness

Communication Skills

Compentencies:

Communication skills: verbal, written, PC: Level: Expert ; Business relevance: High; Future trend: 0

Inter-personal and Technical skills: Level: Basic; Business relevance: Medium; Future trend: 0

Focus on customer service: Level: Advance; Business relevance: Medium; Future trend: 0

Project management planning package: Level: Basic; Business relevance: Medium; Future trend: 0

Versions of Microsoft Word Excel, PowerPoint and Microsoft Projects: Level: Advanced; Business relevance: Medium; Future trend: 0

Leadership ability: Level: Advanced; Business relevance: Medium; Future trend: 0

Business acumen: Level: Advanced; Business relevance: Medium; Future trend: 0

Methodical and Meticulous: Level: Basic ; Business relevance: Medium; Future trend: 0

Presentation Skills: Level: Basic ; Business relevance: Medium; Future trend: 0

Multi-tasking coordination and time management skills: Level: Advanced ; Business relevance: Medium; Future trend: 0

Additional Requirements / Age

• Own transport

• Be an enthusiastic self-starter that can work without assistance when required.
• He/She should be an outgoing person, keen on establishing external contacts and working relationships with sub-contractors, suppliers, customers etc.
• Be able to see the ‘big picture’ and not get bogged down by detail.
• Be a structured person able to work logically through the complex integration processes.
• Be computer literate and fully competent with the in use within the company.
• Being able to work effectively under the pressure of various demands, and being flexible, as the demands of may vary from week to week.
• Be prepared to “go the extra mile” to achieve exceptional service and not limit himself/herself to specified tasks
• Be positive and enthusiastic with regard to overcoming hurdles and everyday challenges
• Be prepared for frequent travelling as part of the job function
• Ability to plan, organise and control
• Ability to act independently using sound judgement
• Assertiveness
• Honesty
• Tenacity