Field Support Technician [Trainee]

(Job Reference: 2023-Q2-Field_Support_Ops_Sup-09038)
Organisation Description:

Technovera is an innovative tech scale-up that focuses on technology inclusion through the development of simple technologies to improve last-mile access in Africa. The organisation has developed Pelebox, a smart locker system that enables patients to collect their repeat chronic medication in under 30 seconds instead of waiting hours on queues at public clinics. We are growing the team as we ramp up the number of communities we serve. Our mission is to develop, promote and scale inclusive technologies, solving challenges of access to quality healthcare in Africa.

The following video provides the essence of the work we do:

Job Description & Purpose:

We are looking for a “Field Support Technician” to join our support team. You will be responsible for performing a set of diversified duties which include installing, troubleshooting, repairing, and maintaining our set of technologies. This role supports the achievement of business goals and objectives by ensuring uptime and reliability for the clients and clinics that Technovera operates.

We are looking for a candidate who will be responsible for the design, implementation, and execution of maintenance schedules. Beyond the technical scope of work, the candidate will also have an opportunity to drive brand awareness through on-site, face-to-face interaction with clients and partners. You will need to build relationships through communication with the various Pelebox stakeholders to drive better operational efficiency at various clinics and healthcare sites. Where required, the candidate will have to liaise and coordinate with external service providers to complete specific jobs. The candidate will work closely with the operations team and the business development manager to improve the Pelebox technology.

You would be joining a team solving the challenges that impact solutions performance and ultimately delivering amazing patient experiences. If you are skilled and interested in using your engineering background to support solutions that have a real social impact on low-income communities across South Africa and Southern Africa, then join us. If working for a tech-enabled scale-up operating at the intersection of Access to Quality Healthcare, Digital Technology, and Social Impact sounds appealing, then Technovera might be your new home.

Duties, Functions and Responsibilities:

Core Product Performance and Maintenance:

  • • Develop Daily/Weekly Work Plan, Outline associated daily tasks and targets and report daily and weekly on completed actions.
  • • Review “Daily Site Performance Reports” and coordinate appropriate actions with team and or clients.
  • • Review service requests from Management, Clients, Help Desk Team. Develop and coordinate execute appropriate actions plans.
  • • Pro-actively develop plans, seek approval, and implement schedules for routine inspections and corrective maintenance of Pelebox Sites.
  • • Develop and Propose a Schedule for Standard, Comprehensive Maintenance and Specialised Projects for Pelebox Sites.
  • • Plan, Procure and Prepare materials and resources for required technical work and general work.
  • • Execute Standard and Comprehensive Maintenance of Pelebox Sites.
  • • Perform Root Cause Analysis (RCA) of nonconformity related of our Technology, Hardware or Parts.
  • • Correct, Update, or Implement preventative measures to avoid recurrence.
  • • Writes/Document Service or Maintenance Reports after every Site Visit.
  • • Prepare Detailed Documentation on Actions Taken and Present Maintenance and Operational Insights to rest of the team.
  • • Daily effective, on-time, detailed communications with Clients, Operations Team, Pelebox Sites to ensure operational excellence [Follow Set Routines + Follow Channels].
  • • Guide and oversee activities of new operations team members and external service providers.
  • • During manufacturing and installation phases, the technician will need to operate as additional staff in the factory with the assembly team for product assembly, equipment testing, factory acceptance, cabling installation, delivery, installation, commissioning, and site acceptance testing.
  • • Develop and maintain relationships with suppliers and a network of specialist external service providers.
  • • Delivery and collection of procured parts, defective products from suppliers and partners.
  • • Management of spares, Inventory control and associated reporting.
  • • Ensure adherence to all initiatives aimed at minimizing the impact of technical interventions on operations quality.
  • • Perform standby duties and emergency response to critical breakdowns.
  • • Perform basic repairs on-sight and comprehensive repairs back in-house.
  • • Drive and travel to various sites within Southern Africa to fulfil these duties.
  • • Manage and support backup strategies.
  • • Follows all company policies and procedures.
  • • Adheres to safety regulations and industry standards.
  • • From time to time, carry out other jobs which are consistent with the grade, qualification, and training of the incumbent.

Additional Functions and Responsibilities:

  • • Participate/Lead team discussions for the development of preventative measures to avoid unexpected failures.
  • • Monitor, Configure, Evaluate/Test, Support New Feature Releases.
  • • Design, Setup and Manage Activities of Testing Station.
  • • Design New Process and Develop SOP’s - Assist in developing good standards and templates for maintenance and operations.
  • • Conduct trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent & timely resolution and documentation.
  • • Develop Pelebox Training Materials, Prepare and Schedule Sessions and Conduct Pelebox Training [Online and On-sight] to clients, partners, and users.
  • • Participate/Lead team discussions for the development of routines targeted at reducing costs on the current maintenance.
  • • Assist during stock control days and ensure storage processes and management are adhered to.
  • • Guide and oversee activities of new operations team members and external service providers.
  • • Daily Management of “Technical Assistant” Scope and Quality of Work.
  • • The candidate must be prepared to work weekends and/or additional hours beyond normal working hours.
  • • Lead/Participate in Toolbox Checks and Reporting.
  • • Keep Vehicles, Tools, and other “Assets Under Care” clean and in good condition at all times.
  • • Take on Specialised Projects Aimed in Helping the Business Improve, Develop New Products and Delight Customers.
  • • This position has limited supervisory responsibilities and the candidate must be able to work independently.
Experience & Qualification:
  • • National Diploma [Electrical | Mechanical | Industrial]] or relevant, equivalent, and greater [Minimum NQF 7].
  • • Minimum 1 year of working experience.
  • • Valid SA driver’s License [More than 2 years driving experience] [with PDP would be an advantage].
  • • Valid Passport [At the time of start date].
  • • Fully Vaccinated for Covid 19 [At the time of start date].
  • • Excellent communication in person, in writing and over the phone [SA Multi-Lingual].
  • • Computer Literacy.
  • • Proficient with Microsoft Office [MS Word, Excel, and PowerPoint].
  • • Advanced level in MS Excel would be an advantage.
  • • Intermediate typing speed [50 wpm to 60 wpm].
  • • Good analytical skills and ability to work independently.
  • • Excellent interpersonal skills, Attention to detail, and the ability to work well under pressure.
How to apply:

To apply please

  • 1. Visit our careers portal:
  • 2. Find the Job Post that you want to apply for on our company website.
  • 3. Complete all the relevant sections and upload the appropriate documents.
  • 4. Review and Submit.

Note: Only applications through the pelebox website will be considered. CV`s or applications sent to any of our email addresses will not be considered and will automatically be discarded or deleted.

Questions and Enquiries:

For queries/support contact

Closing Date:

Applications are reviewed on a rolling basis. This means early applications that fit the role have the highest probabilities of being short listed, interviewed and selected. The best time to apply is today. Once the right candidate is selected, the role will be removed from our website.

Hiring Policy:

We are committed to employment equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our employment equity goals. We encourage women & people with disabilities to apply.

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Johannesburg Office

Technovera Pty Ltd,
Tshimologong Precinct,
41 Juta Street, Braamfontein,
Johannesburg, 2001
South Africa

Pretoria Office

The Innovation Factory,
6 Mark Shuttleworth Street,
The Innovation Hub, Lynnwood,
Pretoria, 0087
South Africa

+27 82 861 7009

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