Technical & Services - Parts and / or ServicesPosition titleContractContractual hoursFull-timeSummary StatementThe purpose of this position is to assist the Manager / product support engineer / team of technicians 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 orientated service and to implement and uphold actions in line with company strategic vision.ProfileKey Performance Areas:To perform this job successfully, the appointed individual must be able to perform each essential duty / key performance area satisfactorily. This list of key performance areas is not exhaustive and may be changed / supplemented to accommodate business needs from time to time. This position would also, apart from key performance areas stipulated below, be required to assist the supervisor / manager with other duties from time to time, as may be deemed necessary:Overall responsibility to quote customers on behalf of the maintenance dept, including after service defects, breakdowns, repairs, after load test defects, chargeable maintenance, end of term checks, off hire checks, and machines in the workshop.Finalizing quotes register for the month.Facilitating customer complaints and queries; ensuring it is followed through and communicating process / result to customers.Ensuring that the team achieves predetermined targets.Fostering and maintaining dedication to service excellence in every aspect of work carried out; ensuring timeous feedback / communication to customers.Processing of Service Agreements (as and when required), processing of invoices, creating order numbers, and updating records on the Kerridge system.Assisting product support engineer to chase up on order numbers & following through with order number to proceed with the job.Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and / or product support engineer / foreman.General administrative duties (following up with customers for order numbers on abuse repairs, typing of quotations, filing, reports, etc.).
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