Service Technician (Based in Kyalami) (Hay level 12/C1) at NECSA

KEY PERFORMANCE AREAS

Technical Support

• Schedule appointments and visit customers to service and repair equipment.
• Service products involving: Repairs and Preventative Maintenance visits.
• Consistently meet and exceed customer expectations.
• Conduct pre-delivery checks on instrumentation, where applicable, prior to delivering to customers.
• Provide technical telephonic and customer walk in support.
• Provide technical assistance, consultation and problem solving to customers as necessary.
• Arrange and handle operations equipment (Tools) necessary for completion of Job requests as per maintenance/servicing procedures.
• Study blueprints, schematics, manuals, and other specifications to determine installation procedures.
• Deliver demonstration products and stock to customers when necessary.
• Accompany sales team as and when required for equipment projects.

Administration

• Prepare quotations.
• Follow-up on quotations/ pro-forma invoices.
• Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
• Submit reports to Warehouse & Customer Service Manager weekly.
• Update Outlook electronic calendar and Activity reports on a daily basis.
• Submit weekly Expense reports on a timely basis.

Stakeholder relations and customer service

• Build and manage relationships between AEC-Amersham personnel, customers, and relevant suppliers.
• Consult with customer and supervisor to plan/ schedule planned Jobs.
• Follow up on completed jobs and Key Accounts sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved
• Manage conflict/complaints in an effective and professional manner.
• Ensure customers are kept abreast with regards to any changes in the products they are using or changes involving the company.
• Ensuring customer satisfaction in all aspects of services provided.
• Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
• Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
• Proactively generate leads for service opportunities and new instruments when at customer sites.

 Compliance

• Attend quarterly compulsory SHEQ meetings.
• Meet the company’s safety targets.
• Prepare the necessary SOP’ required for the department.
• Adhere to company’s SOPs.
• Ensure to follow manufacturer’s requirement for servicing and repairing equipment.
• Investigate customer complaints within AEC timelines and provide feedback.

PERSON PROFILE:

• To always behave in a professional manner, reflecting and maintaining the values and ethos of the organization and generating a positive image of the organization and to adhere to all the organization’s policies and procedures.

PROFESSIONAL SKILLS AND KEY COMPETENCIES

• Technical / professional competence
• Analytical thinking and attention to detail
• Problem solving
• Focus and alertness
• Physical stamina
• Learning agility (includes learning potential
• Anticipating and managing change
• Action orientation and decisiveness
• Adaptability / flexibility
• Assertiveness
• Time and self-management
• Attention to detail.
• Very good data capturing skills.
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills
• Coordination skills

Requirements

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• Preferably a National Diploma (NDip) in Electrical light current/ Electronics engineering or equivalent .
• Computer literate (Office 365 package)
• 3 years relevant experience in a service department in the healthcare and laboratory sectors.
• Valid driver’s license
• Willingness and availability to work overtime and weekends on short notice
• SAP system experience advantageous
• Must be able to travel the whole Sub-saharan Africa for customer related service.
• Must be able to travel overseas for supplier training.