Service Technician at Vision Elevators

 This section includes the responsibilities and key activities that the Service Technician is either accountable for, or responsible to execute.

Monthly service/maintenance/call back process

• Visit client before servicing the unit to ascertain if there are any problems
• Conduct monthly preventive maintenance to units following procedures and completing the necessary paperwork. Completion of service in accordance with the service processes in place. This is according to updated focus areas and frequency.
• Attend to and rectify callouts following procedures and timeframes. Complete necessary paperwork.
• Attend to standby calls and ensure your availability according to standby roster.
• Ensure there is a signature and date in register for each and every visit as well as a Customer signature on the service/call/repair report.
• Ensure attendance to calls within maximum time period, 45 minutes for occupied, no more than 2 hours for stops. Communicate any delays in response time to admin office in order to update client.
• Ensure work order is signed for any chargeable call outs. Ensure you are able to reason why calls are being charged.
• Ensure on site files are being maintained and are complete, this includes but is not limited to, the following being available on site within the Vision supplied file: signed and dated registers, monthly service records, call records, repair records, valid Annexure B, previous Annexure B, Annexure A, Annexure 1, wiring diagrams, user manuals, rope and governor/safety certificates, risk assessments, incident reports. It is your responsibility to notify the admin office immediately should any of the above documents be missing from your site files. It is also your responsibility to collect these from the office and place in the site files as soon as possible.
• Ensure emergency telephone notices are placed within the cabins and on the landings of all service units. This includes the unit number stickers for call logging processes. It is your responsibility to notify the admin office immediately should any of the above notices be missing from the units. It is also your responsibility to collect these from the office and place on the units as soon as possible.
• Troubleshoot and rectify faulty units.
• Ensure all units on shut down are operational in the quickest time frame.
• Complete requisitions in full with pictures to ensure prompt processing of orders
• Switch off units that are not safe to use.Notify admin office immediately.
• Survey new units coming into route either from construction or take on service.
• Advise as to what parts are necessary to carry in stock and place order with PA.
• Ensure prompt and accurate information is provided to Procurement on all parts required. Information is to be sent in detail and must include dimensions and other specifications as well as model/part numbers and pictures. Time is of the essence especially for units on shut down.
• When using stock/purchased parts at service/call out/repair ensure this is noted so that part and costs can be allocated correctly
• Ensure that no damage or is caused to the client site / premises
• Ensure working safely (PPE, harness, etc).

General administrative and asset/benefit/equipment management

• Complete time sheet accurately and on time.
• Present yourself in a neat and tidy manner at all times
• Keep the company vehicle in good condition and report any defects and/or theft, and/or
• accident promptly to HR/ABA
• Obey all road traffic rules and regulations, drive safely and with courtesy to those around you
• Keep the company issued IT/Cellphone assets in good condition and report any defects
• and/or theft promptly to HR/ABA
• Keep tools and machinery in good condition and report any defects and/or theft promptly to HR/ABA

Customer relationship management

• Accountable for customer satisfaction and quality of service
• Single point of contact towards the customer during service, responsible for internal and external communication during the service
• Aims at achieving addon sales and variations during service
• Develops and maintains a cordial and professional relationship with the customer

People management / leadership

• Determines objectives, plans as well as organizes, communicates, controls, and
• motivates the service team

PERFORMANCE MEASURES:

• Completion of all monthly services on route in accordance with regulations and company procedure
• Number of call outs received per month
• Response time to call outs
• Resolution time of call outs
• Number of outstanding call out reports
• Number of outstanding repairs
• Number of sick units on service route
• Number of overdue bi annual and annual inspections
• Number of overdue annexure B inspections
• Period of units on shut down
• Submission of reports in accordance with company procedures
• Accuracy of reports submitted
• Completedness of on site files in accordance with company and regulated requirements
• Number of customer/administrator/management complaints