Reporting to the Branch Manager, the successful candidate will be responsible to provide a cost effective electronic/mechanical testing, repair and support capability, on all products supported by Centurion and to capture all relevant activities in the most cost effective and profitable manner.
Main Responsibilities:
• Maintaining a friendly and organised customer service environment and ensuring that client queries are handled accurately in a professional manner and that you are presentable at all times.
• Assisting with technical support provided by the department, both telephonic and at the counter.
• Responsible for the mechanical and electronic testing and repairing of all products supported by Centurion.
• Ensuring that all equipment repaired and tested performs in their original state and to our quality standard.
• Logging all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assisting the Production and R&D department in establishing of failure trends and suggesting possible improvements to our product(s).
• Assisting with the designing and improvement of test jigs to improve our service capabilities.
• Responsible for the capturing of SAP and or CRM transactions during the service and repair processes.
• Assisting when necessary with other ad-hoc duties; i.e. training, updating of technical data, exhibitions, site support, the testing of new products, special site requirements.
• Managing optimal relationships with the client base, ensuring that the needs of the client come first.
• Maintaining the highest level of neatness and adhered to all Occupational Health and Safety standards.
• Responding to incoming technical support queries via all contact channels (live chat, calls, Zoho desk email tickets).
• Ensuring that written communication is responded to within the specified SLA's for each channel.
• Ensuring that all communication with our clients is of the required quality as outlined in the department's QA script.
• Capturing all relevant information on inbound calls (Zoho desk interaction logging)
Qualifications and other Requirements:
• In possession of or studying towards N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering)
• Good knowledge and understanding of electronic concepts
• Displays good practical ability
• Must have extensive knowledge of all Centurion products.
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