Technical Support Coordinator at Coffee Importers and Roasters Organisation (CIRO)

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis.  As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.

An exciting opportunity exists within our team for a Technical Support Coordinator within our Gauteng team.

Line Manager: National Customer Service Manager   

Job Specification:

KEY PERFORMANCE AREAS:

Fielding Customer Calls

• Assist Customers (internal or external) in a professional friendly and effective manner
• Resolve Customer calls telephonically, using Technical skills, experience and Q Cards
• Email these resolved calls to the customer and keep a record of these calls
• Opening job cards in SAP, ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recorded
• Responsible to follow up on open job cards (updates, returns etc.)
• Capture relevant and accurate information on the job card which will assist the service technician when preparing for his call.

Managing Field Service Calls

• Tracking Technician progress throughout the day by monitoring incoming completed calls
• Monitor incoming calls throughout the day and route to available technicians where possible
• Rerouting Technicians and/or calls in order to ensure all calls will be completed without “over utilizing” a technician
• Monitor incoming calls to ensure technician comments are accurate and complete.
• Reroute all updates/Returns for the following day
• Inform Customers when we cannot meet our deadlines or attend to their calls timeously
• Coordinate Installations and Upliftments with sales department

Spares

• Liaise with stores to ensure outstanding job cards due to spares waiting get resolved and escalate to management

QUALIFICATIONS AND EXPERIENCE:

• 3 years’ experience in a technical administration and customer focused role
• Technical Repair experience will be advantageous
• Field Service Experience will be advantageous
• Minimum grade 12 
• Equipment Specific & coffee course will be advantageous

KNOWLEDGE REQUIRED:

• Computer Literacy - Microsoft applications
• Exposure to ERP systems

COMPETENCIES:

• Meeting Deadlines
• Attention to detail
• Planning & Organising
• Keeping Commitments
• Documenting Facts
• Building Relationships
• Staying Composed
• Working together