Technician

SUMMARY:
To provide a cost effective electronic/mechanical testing, repair and support capability, on all products supported and to capture all relevant activities in the most cost effective and profitable manner.

POSITION INFO:
Maintain a friendly and organised customer service environment and ensure that client queries are handled accurately in a professional manner and that you are presentable at all times.
Assist with technical support provided by the department, both telephonic and at the counter.
Responsible for the mechanical and electronic testing and repair of all products.
Ensure that all equipment repaired and tested performs in their original state and to our quality standard.
Log all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assist the Production and R&D department in establishing of failure trends and suggest possible improvements to our product(s).
Actively contribute improvement ideas relating to product reliability, service processes, test equipment and customer experience.
Ensure all SAP, CRM, service reports, repair records and customer interactions are accurately captured and updated within prescribed timelines.
Assist when necessary with other ad-hoc duties; i.e. training, updating of technical data, exhibitions, site support, the testing of new products, special site requirements.
Manage optimal relationships with the client base, ensuring that the needs of the client come first.
Maintain the highest level of neatness and adhered to all Occupational Health and Safety standards.
Respond to incoming technical support queries via all contact channels (live chat,calls,zoho desk email tickets)
Ensure that written communication is responded to within the specified SLA’s for each channel
Ensure that all communication with our clients is of the required quality as outlined in the department’s QA script.
Capture all relevant information on inbound calls (zoho desk interaction logging)
Be available to work reasonable overtime, after-hours support, weekend shifts and mandatory stock take activities when required to support operational demands, customer commitments and business objectives

Experience and Qualifications:
In possession of or studying towards of N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering)
Good knowledge and understanding of electronic concepts
Displays good practical ability