SUMMARY:
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POSITION INFO:
The purpose of this position is to assist the Aftermarket Admin Supervisor, Field Service Team Leaders, and team of technicians/mechanics 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.
Key Performance Areas:
- Facilitating customer complaints and queries; ensure it is followed through and communicate the process/result to customers
- Processing of Service Agreements (as and when required)
- Overall responsibility to schedule, plan, and communicate technicians/mechanics service activity to relevant staff member(s) and customers; dispatching of technicians to attend to breakdowns
- Invoice processing, creating order numbers, and record keeping
- Ensuring that the team achieves predetermined targets
- Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timely feedback/communication to customers.
- Assisting product support engineer/foreman to keep service schedules within set parameters by proper planning and scheduling of technicians/mechanics to carry out services.
- Providing scheduled (monthly, weekly, and daily) reports as requested by the department manager, admin supervisor, and / or product support engineer/foreman.
- General administration
Required Knowledge Skills & Education
- Grade 12/Matric + min 3 years of relevant experience scheduling technicians
- Advanced/expert computer literacy in MS Outlook, Word, and Excel
- Experience working on the Kerridge system
- Maintaining and updating information on database
- Tertiary qualification in business administration
- Code 8 driver's license
