Field Service Technician at Altron Bytes Systems Integration

Job Description

A Field Service Technician is responsible for the day to day installations, maintenance, and providing training to NuPay merchants that use POS devices/terminals – this includes customers that have been outsourced to NuPay/ACS Field Services. Products installed include AEDO, POS, NAEDO, MPS, NuCard, EPV, E-Commerce and DebiCheck. A Field Service Technician will also be responsible for the preparation of equipment that will be installed at customers premises. Field Service technicians will also be responsible for stock control/management and administrative duties.

KEY RESPONSIBILITIES:

New Installations and Service Calls (Maintenance)

• Perform new installations and service calls for NuPay and ACS Field Services.
• Preparation of equipment for new installations and service calls.
• Provide training to NuPay and ACS Field service merchants on products being installed
• Assist with customer queries.
• Assist various departments with technical related queries.
• Scheduling appointments.
• Adhere to Service level agreements
• In-depth knowledge on all NuPay and ACS Field Service products
• Knowledge on external admin providers and how they integrate with NuPay products
• In-depth knowledge on Delfin products and how NuPay integrates with Delfin
• Knowledge on 3rd party connectivity provider’s, for example Huge Connect and GDSP
• Training of new employees on the above

CORE RESPONSIBILITIES:

Stock Control

• Perform weekly stock takes for all stock in tool of trade vehicles or regional offices. The weekly stock take must be sent to the Stores Controller
• Manage boot stock to ensure enough stock for new installations and service calls
• Ensure stock is correctly allocated to merchants and employees on CRM system (Ofbiz).
• Ensure stock is in presentable, working order.
• Replenish stock if, and when needed (submit stock replenishments).

Administrative Duties

• Ensure service calls and activations are updated and closed within Service Level Agreements
• Ensure job sheets are submitted daily once new installation and service call has been completed
• Stock sheets are up to date

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Logistics team
• Account Managers
• Contact centre
• Administration clerks
• Sales Team

Reasons for Interaction:

• Service call and install allocations, knowledge sharing.
• Customer queries and information.
• Call logging information and customer queries.
• Submission of job sheets for billing and stats.
• To provide updates on logged calls and installations.
• To advise Account managers and sales consultants on any requests/challenges from merchants that’s outside the scope of the technical department.

External:

• NuPay Merchants
• ACS Field Service Merchants
• Courier services
• 3rd party connectivity providers
• Delfin Contact Centre
• 3rd party admin providers

Reasons for Interaction:

• Installations, maintenance and training.
• Query deliveries/couriers.
• To configure Huge Connect pads.
• To assist merchants in getting their ADSL configured to enable connectivity to terminals
• Assistance from Delfin contact centre

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric
• A qualification in the fundamentals of IT would be advantageous

Professional Qualifications

• Customer service/care course will be advantageous.

Years of Experience

• Experience using POS devices/terminals will be advantageous.

Other requirements

• Working knowledge of POS systems will be advantageous.
• Some knowledge of admin systems that integrate with NuPay systems will be advantageous
• Customer service focused
• Must be able to assist merchants from different backgrounds
• Valid driver’s licence.
• Must have a reliable vehicle (Regional technicians).
• Fluency in English is mandatory.
• Fluency in a second language such as Zulu/Afrikaans would be advantageous.
• Strong oral and written communications skills.
• Organisational and prioritisation skills.
• Excellent administration skills with strong attention to detail.
• Technology and system savvy (Computer literate).
• Knowledge of Microsoft Office
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement.
• Must be a team player.
• Must be able to work under pressure.
• Must be punctual and reliable
• Travel within the country on sleep outs (generally 2-4 days).
• Adaptability.
• Analytical skills.
• Effective time management.
• Must be willing to work overtime when required.
• Self-motivated.
• Be able to go on long trips around South Africa and neighbouring countries, sleeping out in different regions (sleep outs are usually 2-5 days depending on the areas).

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)