Technical & Services - Parts and / or Services
Position Title
Contract
Contractual Hours
Full-time
Summary Statement:
The purpose of this position is to assist the Product Support team and technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures, and actions, promoting a customer-oriented service and to implement and uphold actions in line with the company strategic vision.
Profile
Key Performance Areas:
To perform this job successfully, the appointed individual must be able to perform each essential duty/key performance area satisfactorily. This list of key performance areas is not exhaustive and may be changed/supplemented to accommodate business needs from time to time. This position would also, apart from key performance areas stipulated below, be required to assist the supervisor/manager with other duties as may be deemed necessary:
- Overall responsibility to schedule, plan and communicate to technicians service activity to relevant staff member(s) and customers, assigning technicians to attend to services, breakdowns, engineering spray booth, booking of all jobs on mobile tech.
- Following up on all WIP jobs in progress daily.
- Facilitating customer calls, complaints, and queries; ensuring it is followed through and communicating process/results to customers.
- Plan & arrange for machines to come to the workshop, assign technician, and follow through until machine is delivered.
- Compiling a sustainability report – monthly.
- Invoicing completed jobs within 3 working days (ensuring that jobs are opened and closed as per company standards, accurate and timely).
- Ensuring technicians achieve labour recovery = >85%.
- Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timely feedback/communication to customers.
- Various administrative tasks relating to invoices might be added to this area of responsibility.
- Assisting Product Support to keep service schedules within set parameters by proper planning and scheduling of Technicians to carry out services.
- Providing scheduled (monthly, weekly, and daily) and ad-hoc reports as might be requested by department manager and Product Support.
- Processing of creditors' invoices, creating order numbers.
- Creating sundry supplier order numbers and processing supplier invoices.
- Submitting tax invoices and job cards to customers for chargeable & maintenance work.
- Preparing quotations, submitting, following up with the customers and submitting to Product Support to follow up on order numbers.
- Resolve debtors’ queries and follow through until resolved.
- Resolve creditors' queries and follow through until resolved.
- GPS amendments to be done weekly, business & private trips respectively.
- Processing of technicians' overtime, in conjunction with Product Support.
- Ordering of parts & following up with relevant supplier.
- Assisting with Load test certificates that need to be issued within 2 working days from testing (when required).
- General administrative duties (emailing, filing, reports, etc.).
- Ensure the checking and invoicing of access hours.
- Maintaining and updating information on the database.
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