Active Vacancies at Mustek Limited

Responsibilities:

Maintenance 

• Ensure all maintenance stock, tools and equipment are correctly protected at all times (inspection).
• Keep stock secure and primary keys controlled.
• Keep and hand in all relevant administration and documents to management (checklists).
• Deliver all tasks and deadlines as stipulated by the inspection list, daily action list and preventative maintenance list as required by management (inspection list & observation).
• Provide management with feedback and progress on maintenance issues daily (logs, meeting minutes, reports).
• Complete the required tasks and responsibilities to the highest standard and in line with company policies and procedures (observation).
• Manage equipment breakdowns promptly whilst keeping management informed of the progress and expected repair time/date (reports).

OHS

• Comply to compulsory health and safety guidelines/requirements within all areas of Mustek (checklists, H&S forms)
• Ensure all risks are dealt with immediately and do not place the company, its staff, members or the public at any risk of danger/harm (inspection)

Housekeeping

• Ensure all areas of the Mustek are well presented and maintained to the highest standards of cleanliness, health & safety (inspection) oversee.

Qualification and Experience:

• Matric
• Basic Computer literacy
• Driver’s license will be an added advantage
• Administrative experience

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Responsibilities:

Customer Satisfaction

• Accountabilities include, but are not limited to
• Follow up on all incoming and active repair Jobs
• Follow up on all multinational active RMA’s
• Run and manage all multinational RMA system, monitor ETAs and update system accordingly
• Manage and monitor all multinational spare part backorder and allocations to ensure repair TAT
• Pull a daily and weekly RMA report and provide detail feedback to management and vendor
• Follow up on repair ETA; provide feedback to customers and update the system accordingly
• Provide accurate and friendly service to customers and interact with other departments as required
• Creating and maintaining filling systems to adequately provide administration service.
• Conformance to policies and procedures and a high quality of customer service.
• Ensure that all multinational spare parts are assigned to technicians, and all used defective parts that are returned within the stipulated TAT

Qualification and Experience:

• National Senior Certificate/ Grade 12 
• Administrator experience will be of an advantage
• ITIL foundation (will be of an advantage)
• 2 years SLA experience
• Microsoft proficient in Word, Excel and Outlook

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Responsibilities:

Goods Receiving

• Check all boxes during delivery and endorse waybills when there is visible damage to boxes being delivered by couriers.
• Assist with taking photographs of visible damage and reporting to couriers and Supervisor.
• Scan stock from local suppliers into Mustek system

Goods Processing

• Administer the daily movement and storage of stock, ensuring 100% accuracy at all times.
• Picking, packing and distributing orders accurately, efficiently and on time, where necessary personally delivering to Dispatch if customers are waiting.
• Safe handling of all stock to ensure 0% damages. This includes following predetermined standards of height restrictions when packing, safe loading of trolleys, and correct handling of all items with circuits (never touching copper parts directly with fingers.)
• Maintain effective and correct shelving arrangement with correct item codes displayed.
• Assist with internal enquiries.
• Safely handle pallet jacks and trolleys, packing trolleys in the correct manner to prevent damages due to stock toppling over if the trolley should bump.
• Receive, store and issue goods against orders.
• Check goods received against orders placed on suppliers.
• Ensure the right quantity and quality is received.

Operational Duties

• Take responsibility for Stores operations if the Supervisor is off duty or out of the office.
• Prepare for receiving stock by printing orders according to the courier manifest.
• Credit all stock received from Head Office on the Mustek system.
• Contact all customers for uncollected stock on a weekly basis and cancel orders when necessary.
• Assist sales staff with enquiries regarding progress of deliveries or collections, communicating effectively and professionally at all times.

Stock Taking

• Ensure that stock sheets are updated.
• Count stock.
• Carry out cycle check counts and hand completed count sheets to Supervisor.

Logistics (Internal Movement of Stock)

• Efficiently and accurately check all stock received in the Stores Department.
• Assist with offloading of courier deliveries, checking all boxes for damage and endorsing waybill accordingly.
• Accurate shelving of stock in the correct locations for collection or delivery.
• Complete the checking and shelving of stock within two hours from receipt.
• Ensuring that all stock is handled in the safest possible manner, to avoid any possible damage.
• Prepare goods for couriers and capture the waybill information in time for the daily collection.

Front Counter Service

• Maintain professional, courteous and friendly interface with visitors/customers always
• Presenting a professional image by taking care to be neatly dressed.
• Greet customers who enter the building and answer their questions in a friendly, conversational manner, directing them to the correct department or area.
• Being vigilant and taking appropriate action regarding suspicious behaviour from visitors (e.g. calling Supervisors/Management to assist).
• Ensuring that the correct order is handed over to the correct customer, checking the details on the Mustek system and verifying the identity of the customer.
• Ensuring that customer receives the correct and complete order on collection, by checking items together.
• Strive to provide customers with the best experience possible and work to solve problems quickly, maintaining a professional attitude even in the face of challenges, such as dealing with an irate customer.
• Check goods together with customer on collection to ensure correct and complete order is handed over.

Booking and Collection of Repairs

• Complete all the fields on the book in page (fault description, contact details and condition of unit) with 100% accuracy, together with the notebook checklist and general checklist.
• Carry out warranty checks immediately during booking in on all units brought for repair.
• Phone or e-mail customers to collect stock and update Epicor.
• Return the repaired goods to the correct customer on collection with 100% accuracy.
• Escalate unresolved customer queries and complaints to the Supervisor within one hour.
• Maintain effective tracking of uncollected repairs.
• Follow up with customers on all outstanding collections weekly.
• Report on action taken on uncollected repairs weekly.
• Ensure that all opened stock items returned for credit is checked by a technician before it is credited.
• Escalate problems or concerns to Supervisors or Manager without delay so that the necessary solutions can be arranged timeously.

Qualification and Experience:

• Matric
• At least 1 year’s applicable warehouse/stores/ clerical/dispatch/stock control experience in ICT

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Responsibilities:

• Ensure that all operational activities drive Mustek and vendor profitability
• Report back on all run activities
• Direct daily activities to meet efficiency and profit goals.
• Lead and shape new initiatives to meet divisional goals.
• Analyse, assess, and improve business processes: Measure the need for change
• Overview of the current Software service portfolio to manage within the business unit: Microsoft CSP, Microsoft DPS, Microsoft VL, Bitdefender, Acronis Cyber protect, BlackFog, Samsung Knox and NetTrace
• People Management: Product Managers, Cloud Sales, Technical Supports, Sales Admin and Partner Success Specialist.
• Identify and motivate recruitment requirements, setup job specs and growth plans for team members. Provide coaching and support towards achieving all up targets and team members’ personal growth.
• Build and maintain relationship with all vendors.
• Align with vendors’ top priorities and build business strategies to drive the team in achieving allocated targets per brand.
• Track monthly targets and review business growth on quarterly & annually basis.
• Enable all requirements to onboard, launch and scale new software & cloud services internally and to the channel.
• Setup the processes & system (cloud automation system) to facilitate cloud services sales workflow and manage the subscription-based services’ billing complexity to ensure billing accuracy.
• Productise and commercialise the cloud services offering in the cloud marketplace.
• Setup monthly billing reconciliation processes for subscription-based services to ensure billing accuracy.
• Structure, coordinate and implement marketing campaigns to drive the revenue growth (awareness, lead-generation, partner recruitment and enablement campaigns).
• Coordinate sales & channel enablement through trainings and workshops.
• Configure reports to report back to business on monthly cloud services revenue and GP performance.
• Setup billing reconciliation processes to ensure payments accuracy.
• Work closely with Finance to streamline operations requirement relating to cloud billing, payment, credit limit

Qualification and Experience:

• Post Graduate Qualification
• Minimum 10 years in operations management roles.
• International / multinational vendor experience preferred.

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Responsibilities:

Technical Service

• Complete optimum number of repairs per day according to the specific discipline. Keep to a productivity level of 90%.
• Complete work within the turnaround time of less than two days.
• Maintain work rate at above 90% of SLA.
• Maintaining a rework rate of below 3%.
• Follow the correct test process for international brands.
• Log test results on the job management system.
• Accept repairs on job management system immediately after removing the item from the customer store.
• Follow up with customers awaiting feedback and update the notes on job management system. Update the customer on the job progress.
• Return 100% of test stock to service stores within 2 days from receipt.
• Complete applicable forms, such as fault reports, daily.
• Assist the production line with assembly and quality checking (QC) as needed.

Customer Focus

• Communicate with customers in a friendly and professional manner as representative of Mustek.
• Maintain a professional image with the necessary attention to being neatly dressed.

General

• Contributes to team effort by accomplishing related results as needed.
• Stay abreast of technological advancements pertaining to product range.
• Provide customer support, either via e-mail, telephonic or at the front desk.
• Make recommendations to direct superior in terms of growth, better customer service, etc.
• Escalate problems or concerns to Supervisor or Manager without delay so that the necessary solutions can be arranged timeously.

Qualification and Experience:

• Matric
• CompTIA A+
• N+ (Preferred)
• 2 years’ experience as an IT technician
• Basic Electronics will be advantageous 
• Driver’s license (Preferred)

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Responsibilities:

Product Management

• Make new products, features and/or promo available to sales & channel.
• Release updated pricelists, quote processes/tools training to team when required.
• Align & drive vendor priorities. Communicate & manage changes impacting the business to all stakeholders.
• Monthly billing reconciliation & prepare monthly and yearly reports.
• Drive vendors’ cloud partner programs.
• Generate leads through campaigns for sales to qualify. Convert leads into paid seats. Promote existing customers purchase additional services.
• Manage cloud & software sales processes in systems and license agreements.
• Keep Mustek’s ERP and Cloud platforms up to date.
• Develop, maintain & manage onboarding process when required.
• Run partner recruit sessions nationally to enable cloud & software resellers.
• Maintain the GP set by the budgets.

Stakeholder Relations

• Develop product sales strategies. Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth.
• Negotiate prices for deals and tenders; determines product pricing by utilising market research data. anticipating volume; costing special and customised orders.
• Scope and prioritize activities based on business and customer impact.
• Maintain and Retain Clients’ Relationships.
• Maintain Vendor relationships, as well as negotiate contracts, prices, stock.
• Maintain and Retain Clients’ Relationships.
• Maintain Vendor relationships, as well as negotiate contracts, prices, stock.
• Assist Sales and Clients with information needed, calling on customers with field salespeople and evaluating sales call results.
• Scope and prioritize activities based on business and customer impact.
• Defining product marketing communication objectives.

Training and Development

• Train 100% of sales and service staff (new development on product range within 1 weeks of changes in product range).
• Development of sales and channel training materials

Qualification and Experience:

• Matric
• Postgraduate degree
• Minimum 5 years’ experience in product management within ICT industry

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Responsibilities:

Sales and Business Development

• Achieve 100% of Gross Profit Target by the end of each month (Epicor).
• Maintain and develop relationships with existing customers via customer visits and meetings, telephone calls, emails, and other communication tools.
• Seek out new revenue generating opportunities to ensure that company targets are met.
• Identify client markets and design a sales strategy to fit each client's requirements.
• Advise on forthcoming product developments and discussing special promotions as well as encouraging dealers to attend product events.
• Obtain 3 new customers in each quarter of the FY (Epicor).
• Identify new business opportunities and network on a constant basis to grow client/customer base.

Customer Service

• Interact (Visit/Telephonically) with 80% of allocated customer database quarterly (Report).
• Ensure that no more than 2 complaints are lodged monthly (telephonic or written).
• Meet the adequate level of contact with existing customers as may be necessary to maintain/increase levels of business activity.
• Ensure the customers/client care policies are adhered to always.
• Ensure professional customer/client interaction always.
• Provide technical specifications and accurate quotations in the shortest possible time to ensure efficiency and customer retention.
• Follow-up with work in progress to ensure customer satisfaction.

Procedures

• Attend and complete Product/service-related training as and when necessary (attendance register/certificates/results).
• Provide product/service knowledge internally where required.
• Always follow Company sales procedures (ISO).
• Submit fortnightly Sales Reports outlining Sales Activity and pipeline.
• Respond to messages received through e-mail, telephone, or other communication tools.
• Take steps to ensure calls or messages are being responded to when not available.
• Maintain reliable, up-to-date customer records.
• Report to the Operations Manager on any relevant information that will assist in understanding trends or opportunities within the region.
• Escalate problems to the Operations Manager promptly when special intervention is required.
• Manage demo orders according to the stipulated time frame as set out on the demo forms.
• Assist Finance with any queries relating to outstanding amounts as required.

Qualification and Experience:

• Matric.
• Tertiary qualification in sales and/or marketing would be advantageous.
• Driver’s license required.
• Minimum 3 years’ experience in sales; target driven environment at similar level.

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Responsibilities:

Stock Handling

• If requested, stock must be checked according to times as communicated by the Manager.
• All orders on the system needs to be picked as fast as possible with collection orders being prioritised.
• Personal preference picking or “cherry picking” is not allowed.
• All orders placed before 17:00 daily needs to be picked.
• All orders picked must be correctly handled without damaging stock.
• Ensure that packed boxes are sealed with “terms and conditions” stickers on both sides.
• Ensure the correct items are picked as well as quantity.
• Courier orders are to be packed economically and securely.
• All picked stock not used need to be packed away at the correct location daily; it must not be left anywhere else.
• When picking stock, pick from already open boxes, do not open new ones.
• Report any damaged stock to order controllers.
• Mixed orders that are picked, must be kept ready and clearly marked for packers to collect.
• Receiving & inspecting Cargo.
• Regular stock counts as per process and when required.

Housekeeping

• Ensure neat/tidy workplace

OHS

• Comply with health and safety requirements/company policy such as wearing PPE when it is issued, always while working.

Qualification and Experience:

• Matric
• At least 1-year applicable warehouse/stores experience at a similar level preferred

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Responsibilities:

Supervise Employees

• Performance Management - Conduct 100% of staff on a bi-annual performance assessment liaising with management as necessary.
• Tasks and Responsibilities – Ensure all staff in department have up to date job descriptions, liaising with management as necessary.
• Skills - Ensure staff are skilled to carry out what is expected of them, recommend training, coach, develop. Observation, evaluation and appraisals to be used as indication.
• Have monthly meetings with staff.
• Succession Planning – Ensure that a possible successor is identified and mentored as far as possible. If not at all possible, train and develop an employee reporting to you to be able to stand in for you as and when required.
• Ensure compliance with company policies and procedures.
• Ensure compliance with relevant legal and other requirements, such as environmental, health, safety and quality standards.
• Monitor employees to keep the warehouse clean and prevent damage or infestation of products.
• Credit Stock
• Warehouse Operation
• Logistics
• Service Stores
• Warranty Stock
• Operational Efficiency
• Fleet Administration

Qualification and Experience:

• Matric
• Degree/diploma in stock control preferable
• Warehousing, logistics experience
• 2 years’ experience in a similar role
• Experience within the ICT Industry preferable