Product Support Technician – Cape Town

About the role

The Product Support Technician provides professional mechanical and electronic technical assistance to Nice Group South Africa customers and internal teams. Working from the Groote Schuur branch, you will handle walk‑in enquiries, telephone and online support, as well as on‑site visits.

Key responsibilities

• Deliver walk‑in counter service, telephonic and online technical support.
• Visit customer sites and perform call‑outs when required.
• Diagnose, repair, test and return mechanical and electronic products within agreed turnaround times (mechanical repairs within 3 working days).
• Record all repair activities in SAGE, including job cards, site visit reports and non‑conforming product reports.
• Prepare weekly technical and repair reports for Head Office.
• Assist with product training and transfer of knowledge to customers and staff.
• Manage warranty assessments, warranty repairs and credit processes.
• Administer the quarantine warehouse, ensuring proper identification and control of returned or defective items.
• Identify opportunities to recommend additional products or services that add value for customers.

Required profile

• Strong customer‑focused attitude with a solutions‑oriented approach.
• Ability to communicate delays and revised timelines proactively.
• Attention to detail in documentation and reporting.
• Commitment to health, safety and company policies.

Required skills

• SAGE (ERP) for recording repair activities.
• Mechanical repair techniques.
• Electronic repair and troubleshooting.