Support contact responsible for making use of special technical tools to address and fix the technical issues experienced at our customer sites. He/she will be site based in Durban.
KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):
- Maintain customer relationship
- Must be able to adhere to and meet with all customer Service Level agreements
- Handle Inbound Calls to per company policy
- To Repair, Service and Maintain machines at customer sites on a shift availability schedule
- To assist with Troubleshooting and customer Complaints
- Action and close all calls within customer Service Level Agreements and mean time to Respond
- Complete administration within time frames as per policies
- Able to develop and prepare reports providing feedback on service interventions
- Must be able to identify opportunities on improving work processes and recommend appropriate action or solutions
- Manage all allocated inventories (spare parts ect)
- To assist with various projects as directed by management
- To Comply to the Quality Management System
- 3 to 4 years electro-mechanical working experience
- Essential to have experience in dealing with customers at multiple levels
- Must be able to work unsupervised and with a sense of urgency
- N6 / National Diploma/ Degree in Electrical Engineering
- A + and N + Qualification
- Strong communication and open personality
- Must be able to communicate fluently and write reports in English
- Act with integrity and professionalism;
- Following instructions & procedures;
- Adhering to principles and values;
- Cope with pressure;
- Good administrative skills;
- Be able to work in a team as well as independently;
- Accuracy and attentiveness to detail
