Technical Support Coordinator - Night Shift at AVI Limited

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