Jobs at Mustek Limited

Job Purpose:

• The purpose of the solution sales specialist at Mustek is to drive sales of Mustek’s key cloud and software brands. The individual will be responsible for actively finding new resellers and sales to existing resellers. This role also serves as the quote desk for the Mustek Sales team. With the business focusing heavily on driving cloud business, it is also imperative that the individual proactively manages the recurring and renewals pipeline. To successfully accomplish the job, the individual will be required to complete training regularly using available training portals.

Responsibilities:

Sales

• Proactively recruit new resellers to Mustek’s software & cloud stack.
• Respond to all software & cloud quotes timeously and accurately.
• Call downs to new, existing, and dormant resellers.
• Actively work with existing resellers to understand their business and to identify new opportunities to work with them on the software & cloud business.
• Close all renewal and recurring sales, proactively quote on renewal and recurring billings by making use of all vendor tools & CRM for information.
• Assist general sales team nationwide with quote requests.
• Actively sell across the entire Mustek software & cloud stack.
• Work with the support team to assist customers with support queries as they arise.
• Act as the internal team to the business development and product managers.
• Proactively quote on renewal and recurring billings- these can be tracked through information provided by manager, Microsoft as well as Explore.MS.

Administrative

• Keep Mustek’s CRM systems up to date with regards to activities and pipeline. This must be managed on weekly basis.
• Create and update opportunities on Sales Force on weekly basis.
• Ensure and maintain proper record keeping and filing.

Customer Satisfaction

• Accurately and quickly prepare quotes for resellers, providing sufficient levels of detail where necessary to enable resellers to articulate the licensing message to end customers.
• Follow up on order completion with resellers to ensure good service.
• Ensure the customers/client care policies are adhered to always.
• Ensure professional customer/client interaction always.
• Maintain and develop relationships with existing customers via telephone calls and emails.
• When required, must be able to conduct customer visits (face-to-face meetings).

Trainings & Developments

• Complete vendor training regularly.
• Product/service-related training to be completed and attended as and when necessary.

Qualification and Experience:

• Matric
• CompTIA A+ or equivalent
• 2-years’ experience in board level repairs
• Board level repair certificates will be of an advantage

Skills and Knowledge:

• Quality awareness and customer focus
• Knowledge of product specifications
• Good understanding of the troubleshooting process
• Operating systems
• Software types and function applicable to product
• Good verbal and written communication skills
• Communication skills, with excellent telephone manner and e-mail etiquette
• Technical hands-on repair skills in terms of notebooks
• Tool use proficiency
• Installation of software and operating systems
• Problem solving skills

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Job Purpose:

• The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.

Responsibilities:

Technician Service

• Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Customer Satisfaction

• Maintain the abandoned call rate below 4% (Abandoned call report).
• Close 100% of customer queries (telephonic & email) within 4 working hours (Helpdesk SLA report).
• Accurately log all field support and telephone tickets and close within 30 minutes of receiving request (SLA).
• Generate quotes within 4 hours of receiving.
• Keep all open Tickets up to date including all Multinational systems.

General

• Provide general customer support, either telephonic or at the front desk.
• Always comply with PPE policy.
• Keep work areas always clean.

Qualification and Experience:

• Matric
• CompTIA A+ N+ 
• Min of 3 years’ helpdesk technical experience 

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Customer Service
• Basic computer literacy especially in Microsoft applications skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis

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Job Purpose:

• The Internal Sales Executive will be responsible for promoting and selling Mustek's products and services to.

Responsibilities:

Sales

• Identify client markets and design a sales strategy to fit each client's requirements.
• Advise on forthcoming product developments and discuss special promotions.
• Provides customers with necessary product support and basic technical support.
• Build relationships with customers through regular communication via e-mail, phone and visits.
• Attend product training programmes and know the relevant product range.
• Maintain records of new customers, potential customers, deleted customers and changes in the region or sales environment to ensure cost effective coverage of the territory.

 Sales Targets

• Ensure attainment of monthly sales targets including YTD targets.
• Ensure YTD target is maintained if monthly target is not achieved.
• Review your own sales performance, aiming to meet or exceed targets.

 Sales Opportunities

• Drive sales of all Mustek products, by developing, identifying, and securing all relevant sales opportunities.
• Identify new markets/business opportunities and convert dormant customers to active customers.
• Maximise sales opportunities during special promotions.

 Customer Satisfaction

• Maintain and develop relationships with existing customers via customer visits and meetings, telephone calls and emails.
• Work closely with team members to ensure high customer satisfaction.
• Gather market/customer information and utilise it effectively to impact sales positively.
• Respond to messages received through e-mail or telephone. Take steps to ensure messages are being responded to when not available.

General

• Ad hoc duties as required by the needs of the business
• Provide support as required.

Qualification and Experience:

• Matric
• Tertiary qualification in sales and/or marketing will be advantageous.
• Driver’s license
• 2 years’ experience in a sales target driven environment, within ICT would be an advantage

Skills and Knowledge:

• Knowledge of ICT industry
• Sales and marketing principles
• Good understanding of entrepreneurial and commercial objectives
• Knowledge of sales strategies and concepts
• Good understanding of developing sales reports
• Good decision-making skills
• Excellent people skills
• Good verbal and written communication skills
• Good analytical skills
• Good planning and organisational skills
• Good research skills
• Networking skills

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Job Purpose:

• Responsible for administrative support to the product Manager dealing with the Lenovo consumer administration portion of the business. This includes support on enquiries from clients and sales nationally when necessary.
• Doing weekly Vendor reports on sell through and stock on hand, pulling daily stock on hand files and aging reports. Assisting the sales teams and customers with basic support per phone and / e-mail. Ensure product ETAs are accurately updated, as supplied by vendor. Working together with the Product Manager on product promotions, marketing initiatives and incentives. Taking responsibility for SITA approvals. Working with the Product Manager on the price list monthly or weekly depending on the ROE (rate of exchange).

Responsibilities:

Brand Administration

Accountability

• Drawing weekly or monthly reports as required.
• Checking Vendor purchase orders against Mustek PO’s.
• Managing of open orders on vendors.
• Manage and order warranty on backorders.
• Creating new product codes and managing consistent code structure.
• Understand costings and shipping models and terminology, margin management.
• Cultivate knowledge and thorough understanding of Forex.
• Assist with quotes, ensuring that all prices are done correctly, and accurate information has been given.
• Provide solutions and resolve problems and issues in a reasonable amount of time.
• Keep ETAs of incoming stock updated on the system by checking back-order reports and with vendors.
• Capturing of rebate’s, settlements, and credit notes on Mustek’s system.
• Capturing data in Excel spreadsheets as required on the above.
• Track and monitor rebates on supplier rebate system.
• Handling all verifications and cross checks to complete all rebate programme procedures timeously.
• Capturing, verifying, and submitting of claims to vendor as per 45 days from date of invoice.
• Handling and raising\resolving of disputes on time to ensure that deadlines are met.
• Assisting when Product Manager is away, provide back up support to both vendor and sales.
• Attaining various reports to help track sell out vs sell in on rebates.
• Responding to the queries from clients/sales/vendor.
• Assisting with administration on certain large accounts, both finance and logistics when necessary.
• Assisting on administration when stock gets booked in at goods receiving.
• Providing back up to the Product Manager in sending product information to clients/sales when necessary.
• Keeping abreast with the latest technology and products by attending all scheduled vendor training.
• Liaising with sales & rebate manager when loading rebate programmes.
• Providing overall support to the Product Manager both in house and when out of office.
• Jhb filer is managed/tracked and up to date.
• Tracking/managing on crad dates with DSV.
• Track/manage ETAs with vendor and Mustek.
• Track/monitor orders coming.
• Track & monitor aged stock.
• Track/monitor open/ready orders with sales.

Customer Satisfaction

• Clear understanding of product life cycles and roadmaps and develop competitive advantages with sales team as to maximise profitability.
• Attend Vendor symposiums to remain abreast of technology.

Marketing

• Manage Demo items and Demo display areas.
• From time to time it will be deemed the product assistant responsibility to travel to branches, conferences, and symposiums.
• Assist with marketing flyers, events, and incentives, as well as managing them. (Implement or support marketing campaigns).
• Assist with marketing ideas and initiatives.
• Attend events related to the product to network, learn, and market.

Training and Development

• Maintain and develop MS Office Excel skills and presentation skills.  
• Read and research products, technology, and market trends to remain abreast of technology.
• Keep abreast with the latest technology and products by attending scheduled training.
• Introductory and consistent training to ensure that the entire Sales team and customers are kept. abreast of Mustek’s product offering.

Qualification and Experience:

• Matric
• A tertiary qualification in marketing/sales would be advantageous
• Minimum 1 years’ experience in marketing and sales environment at a similar level

Skills and Knowledge:

• Microsoft Office, Excel especially
• ICT industry knowledge
• Product specific knowledge
• Sales and marketing principles and procedures
• Verbal and non-verbal persuasion techniques and communication
• Clear understanding of Products [Technology/ Lifecycle and drivers]
• Knowledge of import and costing methodology
• Basic understanding of business and profitability
• Analysing of data and interpretation thereof
• Superior presentation skills
• Good problem solving/analytic skills
• Good relationship building skills
• Good general administration skills
• Good influencing/persuasion skills
• Strategy development skills
• Negotiation skills
• Good verbal and written communication skills
• Good organisational skills
• Good people and customer management skills
• Superior networking skills
• Superior presentation/public speaking
• Good communication skills
• Good information processing skills
• Good creative skills/idea generation skills

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Job Purpose:

• To provide administrative support to the Product Manager in terms of account management, orders, sales requests, training, marketing, client and Vendor liaison, etc. The individual will be responsible for selling products, training and supporting the sales team and resellers with enquires, quotations and availability of stock. They must be able to promote products and build a lasting relationship with Vendors, the internal sales team, as well as and existing customers. To assist the Product Manager with daily operations of the division. This will include all duties that the Product Manager deems fit to delegate.

Responsibilities:

Product Management Support

• Help with day to day sales and contribute to the bottom line.
• Provide accurate updated product content and ensure that the system/e-commerce is updated within a reasonable amount of time.
• Checking purchase orders against purchase confirmations to ensure no item missed off.
• Managing of open orders on venders and internal.
• Due Date Management.
• Manage and order stock on back order as well as run rate or for certain deals.
• Complete competitive analysis monthly.
• Creating new product codes and managing consistent code structure.
• Assistance with compiling and distribution of pricelists; update pricelists and system information.
• Checking for errors on the pricelists before sending.
• Understand costings and shipping models and terminology, margin management.
• Cultivate knowledge and thorough understanding of Forex.
• Assist with tenders and quotes, ensuring that all prices are done correctly, and accurate information has been given.
• Provide solutions and resolve problems and issues in a reasonable amount of time.
• Apply logic in decision making.

Customer Satisfaction

• Manage customer needs and ensure satisfaction is achieved.
• Maintain Vendor relationships, as well as negotiate contracts, prices and stock.
• Clear understanding of product life cycles and roadmaps and develop competitive advantages with sales as to maximise profitability.
• Work closely with key customers to develop product, sales strategies.
• Identify and fill product gaps thus improve customer experience and generating growth.
• Bridge the gap between Sales and Client by supplying product and information, prioritize activities based on maximising business and customer impact.
• Negotiate prices for deals and tenders; determines product pricing by utilising market research data; anticipating volume; costing special and customised orders.        
• Maintain and retain client relationships.
• Maximise product marketing communication, events and business objectives.    
• Vendor reports: to comply with submission of the required Vendor reports as stipulated in the various Vendor distribution agreement.
• Attend Vendor symposiums to remain abreast of technology.

Marketing

• Manage Demo items and Demo display areas.
• From time to time, it will be deemed the Product Assistant responsibility to travel to branches, conferences and symposiums.
• Brand specific and dependant on maturity of assistant.
• Assist with marketing flyers, events and incentives, as well as managing them. (Implement or support marketing campaigns).
• Assist with marketing ideas and initiatives.
• Attend events related to the product to network, learn, and market.

Stock Management

• Keep ETAs of incoming stock updated on the system by checking back-order reports and leasing with Vendors.
• Manage aged stock and come up with ideas and action on how to move.
• Manage current stock within budget stock days.
• Keep the lab updated on outstanding and required stock.
• Build and maintain relationships with local suppliers.
• Keep track of stock and place the correct orders as and when necessary.
• Negotiate pricing with local suppliers.
• Prevent unnecessary costs as far as possible.

Training and Development

• Maintain and develop MS Office Excel skills and presentation skills.  
• Read and research products, technology and market trends to remain abreast of technology.
• Keep abreast with the latest technology and products by attending scheduled training.
• Introductory and consistent training to ensure that the entire Sales team and customers are kept abreast of Mustek’s product offering.

Qualification and Experience:

• Matric
• A tertiary qualification in marketing/sales would be advantageous
• Minimum 3 years’ experience in marketing and sales environment at a similar level

Skills and Knowledge:

• Knowledge of formulas (i.e. GP calculations)
• Sales and marketing principles and procedures
• Microsoft Office, Excel especially
• ICT industry knowledge
• Product specific knowledge
• Sales and marketing principles and procedures
• Verbal and non-verbal persuasion techniques and communication
• Clear understanding of Products [Technology/ Lifecycle and drivers]
• Knowledge of import and costing methodology
• Basic understanding of business and profitability
• Analysing of data and interpretation thereof
• Superior presentation skills
• Good problem solving/analytic skills
• Good relationship building skills
• Good general administration skills
• Good influencing/persuasion skills
• Strategy development skills
• Negotiation skills
• Good verbal and written communication skills
• Good organisational skills
• Good people and customer management skills
• Superior networking skills
• Superior presentation/public speaking
• Good communication skills
• Good information processing skills
• Good creative skills/idea generation skills

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Job Purpose:

• The technician is responsible for servicing, testing and repairs of inverters, mainboards and UPSs, and/or other related equipment and components depending on the requirements of the position. The technician also provides technical support to customers relevant to the specific area/discipline.

Responsibilities:

Technical Service

• Follow the correct test process for all products.

 Customer Satisfaction

• Complete 6 repairs per day according to the specific discipline.
• Maintain work rate at above 90% of SLA as per described SLA for the products 2 business days.
• Maintain a rework rate of below 2% of SLA within a 90-day period between barcodes.
• Keep all notes up to date and inform clients of progress on repairs.

 Housekeeping

• Keep work areas clean at all times.

 OHS and ISO

• Ensure compliance with environmental, OHS and safety, including quality standards set forth by the company and comply with PPE regulations.

 Stock

• Have no test stock outstanding for more than 2 business days.

Qualification and Experience:

• Matric
• CompTIA A+ or equivalent
• Valid code 8 driver’s license
• 2 years in technical customer services toe/helpdesk environment

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Basic computer literacy especially in Microsoft applications skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis