HVAC Customer Service and Project Support (Cape Town)

Customer Service & Project Support Agent (Marine HVAC/R)
Location: Cape Town, South Africa
Industry: Marine HVAC & Refrigeration

A global leader in advanced air conditioning and refrigeration solutions for the yachting industry, is seeking a Customer Service & Project Support Agent to join our growing team.

This position is ideal for a former yacht engineer or captain (minimum 3 years experience on vessels 30 to 40m+) looking to transition to a shore side technical role while staying connected to the yachting world.

About the Role
You'll serve as the first line of support for our worldwide fleet bridging customer service, technical troubleshooting, and project coordination. Based in Cape Town, you'll also represent us on the ground in South Africa, working closely with local shipyards, agents, and our international engineering teams.

Key Responsibilities

Customer Service & Technical Support

• Act as the first point of contact for vessels using our systems.

• Create support tickets, provide remote troubleshooting, and conduct system diagnostics.

• Ensure initial client contact within 12 hours and begin troubleshooting within 24 hours.

• Escalate complex cases to engineering teams in the USA and Italy.

• Maintain clear, professional communication and accurate case documentation.

Project Support & Market Interface

• Represent our company professionally at shipyards and refit centers.

• Oversee and support the installation of our systems.

• Coordinate between local partners and international teams to ensure project quality.

• Build strong relationships with shipyards, brokers, and yacht operators.

Qualifications & Experience

• Minimum 3 years experience as a yacht engineer or captain (30 to 40m+ vessels).

• Familiarity with HVAC/R systems preferred but not required.

• Excellent customer service and communication skills.

• Proficient in Microsoft Office and general computer systems.

• Experience with ticketing/project management tools (e.g., Monday.com a plus).

• Strong attention to detail, organization, and documentation.

• Physically able to visit shipyards and work in an industrial environment.

• Self-motivated and capable of working independently with remote teams.

What We Offer

• A unique opportunity to transition from onboard engineering to a dynamic shore side role.

• Comprehensive training on our proprietary systems.

• A global, innovative environment at the forefront of marine HVAC/R technology.

• The chance to represent a market leader in advanced yachting solutions within South Africa.