Cash Processing Solutions Pty LtdCarrum Downs, VIC 3201Technical Support and Project ManagerFull TimeJob Description: Technical Support and Project Ma..
Cash Processing Solutions Pty Ltd
Carrum Downs, VIC 3201
Technical Support and Project Manager
Full Time
Job Description: Technical Support and Project Manager
Overview:
We are seeking a skilled Technical Support and Project Manager to maintain and optimize electronic instruments and control systems at customer sites across Australia. This role is essential for ensuring the performance of equipment meets factory specifications and delivering high levels of customer satisfaction.
Key Responsibilities:
• Examine and test machines, equipment, instruments, and control systems to diagnose faults.
• Adjust, repair, replace, and maintain worn or defective parts and wiring to ensure the optimal functioning of machines, equipment, and instruments.
• Reassemble, test operate and adjust equipment to meet factory specifications.
• Provide advice and training to users on correct operating procedures to prevent malfunctions and ensure safe usage.
• Install electronic instruments and control systems, including hardware and software upgrades.
• Apply knowledge of electrical, electronic, and mechanical principles in the commissioning and maintenance of control systems.
• Provide technical expertise to support engineers and technical staff in the Australia region.
• Define and instil maintenance plans and activities for site engineers to ensure optimal system performance.
• Conduct on-site corrective and preventive maintenance to maintain cash processing systems and services at an optimal level.
• Escalate technical issues effectively while retaining ownership until resolution.
• Prepare and manage project plans, ensuring compliance with contractual obligations and timelines.
• Liaise with customer representatives to ensure smooth operational communication and delivery.
Key Tasks:
• Maintain all electronic instruments and control systems to factory specification, ensuring timely and effective support for site/field engineers and service managers.
• Transfer knowledge gained through experience or training to the support team to continuously build regional expertise.
• Contribute to the analysis of product performance and upgrade potential within the existing customer install base.
• Assist in escalations, documenting and reporting unusual faults to the technical support team for future reference.
• Provide pre-sales support through technical expertise in the RFC, URD, and SRD processes.
• Perform minor or authorized upgrades to customer machines, ensuring compliance with agreed installation times and post-upgrade checks.
• Support customer trials in collaboration with regional sales and service teams.
• Occasionally provide support in regions outside of the primary assignment under exceptional circumstances.
Reporting & Management Information:
• Submit necessary reports to customers and management, including monthly internal reports on training and product improvements.
• Provide weekly status reports, document system fault and repair history, and submit spare parts usage reports.
General Duties:
• Stay informed about competitor activities and share relevant intelligence within the team.
• Support the service team in resolving new and complex technical issues.
• Comply with all company policies, including Environmental Health and Safety, ethics, and codes of conduct.
Qualifications:
• Suitable certification - (at least three years of relevant experience may substitute for the formal qualifications.
• Proficiency in PC use, including MS Office, and knowledge of mechanical, electronic, and IT systems.
• Understanding of AC/DC power distribution and the ability to read technical diagrams.
• At least 6 years of experience in a customer-facing, mechanical field role preferred and in a similar environment. Ability to manage and document project schedules effectively.
• Excellent communication and interpersonal skills to liaise with customers and internal teams.
Working Conditions:
• Regular and extended travel, including overseas trips, in potentially challenging environments.
• Physical demands include driving, lifting, and working in confined spaces and dusty conditions.
