SUMMARY OF DUTIES AND RESPONSIBILITIES
- (Duties are not limited to what has been listed, duties can be changed for time to time. The employee will be given notice should any changes be made and when necessary, training will be given on additional duties)
RESPONSIBILITY:
- Ensure all Admin and quotations are complete within 24hrs of being on-site. Part numbers and hours are clearly noted on the job card for the quotation. Attention to detail.
- Work in the workshop is up to date.
- On- site technical work is up to date.
- Ensure that customers are happy with after-sales service and are being kept updated on any repairs or correspondence on a regular basis.
- Ensure that the Labotec name is always held in high regard.
- Manage your work to be most cost effective with regards to travel, labour and spare parts and tools.
- Assist with any sales requests.
- Contact customers to make appointments and schedule meetings before going to site.
- Address any urgent matters related to your tasks immediately and follow up to completion
- Ensure that after-hours calls are attended to urgently for customers on contract.
- Ensure that your best effort is given to repairing customers equipment to their satisfaction and according to manufacturer’s recommendations
- Use manufacturers manuals to complete services and repairs efficiently and effectively
- Visit labs when not busy with repairs and services
- Compile a list of all equipment used within customer sites to enable Labotec to build a customer list of all opportunities available within the region
- Check for new products or replacement products the customers might need, this will include all laboratory equipment
GENERAL DUTIES: The Technician is directly responsible for:
- Installation, Commissioning and preventative maintenance of all Labotec equipment on-site
- Provide professional and friendly customer service to all customers
- Fault Finding
- Completion of Job card for Quotation
- Repairs to equipment
- Services to equipment
- Technical Back-up and support to customers
- Handle Guarantee Claims and Repairs
- Identify sales opportunities and communicate to sales team
- End-user Training and cross training to staff within Labotec
- Telephonic Technical Support
- Correspondence with principals
- Sale of SLA’s (Service Level Agreements)
- Maintenance of SLA’s
- Cross-border & local travel for repairs and service
- Work overtime as required.
- Assist with standby for critical customers.
- Maintain all administrative work.
- Management Control Systems – Adherence to all MCS requirements
Provide professional and friendly customer service:
- Always keep customer satisfaction in mind. Assist customers with any requests and reply timeously to emails and telephonic interactions with customers internal and external.
Fault Finding:
- Analyse the unit and determine what the fault is. Use test equipment and necessary tools and by using the manuals as well as liaising with the principles for technical advise.
Completion of Job Card for Quotation:
- Once fault finding is done complete job. Fill in hours required to do the repairs, spare parts required and any additional info.
Repairs to Equipment:
- Once order number has been received repair equipment to OEM specification. Make sure that the correct tools/equipment are used, and the procedures are followed as per manufacturers instruction or standard operating procedures.
Commissioning of Equipment:
- Commission equipment as per instruction manual. Make sure that the correct tools/equipment is used and follow manufacturers instruction and standard operating procedures.
End-user Training and cross training staff within Labotec:
- Train end users in safe and correct way of operating and maintaining equipment. Willing to cross train between the Labotec and General Electric equipment.
Telephonic Support:
- Answer phones in a professional and courteous way. Assist where possible or refer to someone who can assist.
Correspondence with principles:
- Send correspondence to principles regarding information on repairs or any other technical or claim queries.
Draw up and market SLA’s:
- Assist with drawing up SLA contracts as per customers specification. Contact customers and offer SLA contracts on their equipment.
Maintain SLA’s:
- Adhere to SLA timelines and assist customers as per their agreement with Labotec.
Cross-border & local travel for repairs and service:
- Travel to customers in the Western Cape areas, in Africa or internationally if required.
Assist with Stand-by for Critical Customers:
- Stand-by over weekends and public holidays may be required as well as after-hours emergency callouts.
Maintain all administrative work pertaining to activities and KPI`s:
- All administrative work related to the technical department must be completed on time and the KPI`s (key performance indicators) need to be adhered to.
Required Skills and Qualifications:
- Grade 12
- Electrical/Mechanical Engineering Diploma/Degree
- Experience working with Bio Safety Cabinets or air filter maintenance, preferred.
- 5+ years’ experience within scientific/laboratory environment beneficial
- Negotiation Skills
- Good Administration Skills
- Planning and Organizing Skills
- Time management Skills
- Problem solving Skills.
- Verbal and Written communication Skills
- Inter-personal Skills
- Listening Skills
- Computer literacy (High Proficiency):
- Microsoft Word
- Microsoft Excel
Gmail
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