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