SUMMARY:
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POSITION INFO:
Job Purpose
The purpose of this role is to support the Manager, PSR, Foreman, Supervisor, and team of technicians/mechanics in ensuring that best management practices are followed across all areas of responsibility. The successful candidate will help drive service excellence, ensure key performance targets are met, support operational procedures, and contribute to delivering a customer-focused service aligned with the company’s strategic vision.
Key Performance Areas (Duties & Responsibilities)
The successful candidate must be able to perform the following core responsibilities effectively. Please note that these duties are not exhaustive and may be adjusted to meet business needs. Additional tasks may be assigned by the Supervisor or Manager as required.
- Compile and submit quotations to customers within 24 hours
- Follow up on each submitted quotation at least three times
- Maintain high levels of customer satisfaction
- Provide daily feedback to the Department Manager
- Compile and submit weekly operational reports
- Ensure the team achieves predetermined performance targets
- Promote and uphold service excellence in all work carried out
- Provide timely and clear communication and feedback to customers
- Minimum Requirements Education & Experience
- Grade 12 / Matric
- Minimum of 3 years’ relevant experience in a similar role
- Technical and parts knowledge
- Experience working with the Kerridge system and EPC (Electronic Parts Catalogue) is essential
- Experience maintaining and updating database information
- Tertiary qualification in Business Administration (advantageous)
Computer Skills
Knowledge Requirements
- Understanding of customer service principles, including assessing customer needs, meeting quality standards, and evaluating satisfaction
- Knowledge of quality control processes, cost management, and effective storage and distribution of equipment and parts
- Strong command of English as a business communication medium (grammar, spelling, and professional writing standards)
Competencies & Skills
- Strong planning and organizational skills with the ability to manage schedules and resources effectively
- Ability to meet deadlines and maintain productivity and quality standards
- Sound technical understanding with a commitment to staying up to date in the field
- Innovative thinker who can identify improvements and implement practical solutions
- Strong interpersonal skills with the ability to work respectfully and effectively with others
- Clear understanding of organizational goals and the ability to communicate and implement strategies effectively
- Self-motivated and proactive, with the ability to take initiative
- Adaptable and able to perform well in changing or high-pressure environments
- Calm and composed under pressure, with sound decision-making ability
- Results-driven, enthusiastic, and committed to professional growth
- Open to feedback and actively seeks personal development opportunities
General Requirements
- Excellent verbal and written communication skills in English
- Professional and friendly manner when dealing with customers and colleagues
- Ability to communicate effectively with people at all levels, including senior management
- Strong work ethic—honest, reliable, and dedicated
- Excellent time management, prioritization, and multitasking skills
- Strong attention to detail and accuracy
- Strong problem-solving and decision-making ability
- Customer-focused with a passion for service excellence
- Able to work independently with minimal supervision while meeting deadlines
