SUMMARY:
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POSITION INFO:
The purpose of this position is to assist the team leader and team of technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures and actions, and promoting a customer-oriented service and to implement and uphold actions in line with the company's strategic vision.
Key Responsibilities:
- Manage communication of service activities to relevant staff and customers, including technician assignments for services and breakdowns.
- Monitor and follow up daily on all Work-In-Progress (WIP) jobs.
- Handle customer calls, complaints, and queries—ensure timely resolution and provide updates throughout the process.
- Coordinate workshop bookings, assign technicians, and manage the process until machine delivery.
- Collaborate with internal departments such as New Sales, Parts, and CW.
- Ensure accurate invoicing of completed jobs within 3 working days, maintaining compliance with company procedures.
- Drive technician labour recovery to exceed 80%.
- Promote a strong service culture—prioritize timely and professional communication with customers.
- Take ownership of invoice-related administrative tasks as required.
- Generate scheduled and ad hoc reports for department managers and product support.
- Submit tax invoices and job cards for all chargeable and maintenance work to customers.
- Prepare and send quotations, follow up with customers, and liaise with team leaders/product support for order processing.
- Investigate and resolve debtor queries through to completion.
- Process technician overtime in collaboration with team leaders/product support.
- Assist with issuing load test certificates within 2 working days post-testing (as needed).
- Perform general admin tasks such as emailing, filing, and report preparation.
Must have qualifications:
- Minimum Requirements: Grade 12 / Matric with at least 3 years of relevant experience
- Technical Skills: Advanced to expert-level proficiency in MS Outlook, Word, and Excel
- System Knowledge: Prior experience with the Kerridge system is an advantage
- Database Management: Skilled in maintaining and updating information accurately within a database
- Education (Preferred): A tertiary qualification in Business Administration would be advantageous
Key Competencies:
- Committed to delivering service excellence in all responsibilities, with a strong focus on both internal and external customer satisfaction
- High attention to detail and a strong commitment to accuracy
- Able to work independently with minimal supervision while meeting deadlines; self-driven, proactive, and results-oriented.
