Field Services Technician at Altron Bytes Systems Integration

KEY RESPONSIBILITIES:

New Installations and Service Calls (Maintenance)

• Perform new installations and service calls for NuPay, Delter and ACS Field Services.
• Preparation of equipment for new installations and service calls.
• Provide training to NuPay, Delter and ACS merchants / customers on products being installed.
• Assist with customer product queries.
• Assist various departments with technical related queries.
• Training of new employees on the NuPay product range.

CORE RESPONSIBILITIES:

Stock Control

• Perform weekly stock takes for all stock in tool of trade vehicles or regional offices.
• Manage stock allocated to ensure enough stock for new installations and service calls
• Ensure stock is correctly allocated to merchants and employees on stock management systems.
• Ensure stock is in presentable, working order.
• Replenish stock if, and when needed (submit stock replenishment requests).

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
• Ensure stock sheets are up to date

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Logistics team
• Account Managers
• Contact centre (NuPay & Delter)
• 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 are outside the scope of the logistics department.

External:

• NuPay Merchants / Customers
• ACS Merchants / Customers
• 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 HugeConnect 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

Courses

• Customer service/care course will be advantageous.

Experience

• Customer service experience will be advantageous.

Other requirements

• Working knowledge of POS systems will be advantageous.
• Some knowledge of administration systems that integrate with NuPay systems will be advantageous
• Customer service focused
• 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).
•  Microsoft Office skills
• 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, reliable and have good time management skills.
• Adaptable.
• Analytical skills.
• Must be willing to work overtime when required.
• Self-motivated.
• Be willing 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).