Job Title: Aftersales and Continuous Support EngineerLocation: BenoniOverall Purpose of the Position: We are seeking a dedicated and detail-oriented Aftersales Support Specialist to join our team.
The successful candidate will support the Aftersales Manager in both technical/engineering and administrative tasks.
Key responsibilities include managing aftersales and site service records, handling customer complaints and inquiries, coordinating team activities, and providing administrative support to the Spares & Site Services department.Key Responsibilities:Technical and Administrative Support:Manage aftersales and site service records and databases.Handle customer complaints and inquiries.Coordinate the aftersales team's activities.Provide general administrative support to the department.Performance Monitoring:Monitor and report on key performance indicators.Make recommendations to improve aftersales processes.Strategy Development:Assist in the development and implementation of strategies to improve aftersales and site services.Enhance client satisfaction.Cross-Departmental Collaboration:Work closely with sales, marketing, and engineering to identify client needs and develop solutions.Team Management:Manage a team of aftersales administrators.Provide guidance and training to team members.Oversee the processing of warranty claims and returns.Data Analysis and Relationship Management:Analyze client data to identify trends and opportunities for improvement.Develop and maintain positive relationships with key clients and suppliers.Qualifications:Academic: Bachelor's Degree in Mechanical Engineering or related field; or qualifications in engineering, sales, technical assistance, business administration, or similar fields.Vocational/Technical: Technical Diploma in Engineering, Project Management, or Sales/Business Administration.Experience: Four or more years in engineering/project engineering and aftersales or customer services, ideally in an OEM engineering and fabrication environment.Essential Skills and Knowledge:Excellent communication and interpersonal skills.Strong problem-solving abilities.In-depth technical knowledge relevant to the engineering industry and aftersales support.Proficient in Microsoft Word, Excel, and Microsoft Project.Familiarity with engineering software and tools.Knowledge of industry-specific regulations and standards.Leadership and team management skills.Ability to manage client relationships and provide excellent customer service.Performance Deliverables:Customer Service: Manage client inquiries and complaints, coordinate with other departments, and maintain strong client relationships.Administrative Support: Maintain records and databases, coordinate team activities, and prepare reports.Sales Support: Process orders, ensure timely delivery, and collaborate with the sales team.Team Management: Supervise and train team members, conduct performance evaluations, and implement training programs.Reporting and Analysis: Monitor and report on KPIs, analyze data, and make recommendations for improvements.SHERQ Compliance: Ensure adherence to quality, safety, health, and environmental policies and procedures.General:Execute additional tasks within your field of expertise as instructed by management.Prioritize tasks related to external clients.Comply with health and safety measures and report any risks.Apply Now: If you are a motivated professional with a passion for aftersales support and a drive to enhance client satisfaction, we encourage you to apply for this exciting opportunity.