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Altron Bytes Systems Integration (Altron BSI) is an end-to-end ICT service provider of consulting, implementation and outsourcing services, which are strategically aligned to fit for purpose, cost effective, and optimised for performance. We have a clear go-to-market in key industries covering: Financial Services; Telecommunications, Media & Entertain...
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Job Description
- Day to day management of the PSD planners & Testers ensuring KPI’s are set, performance management process is followed, and internal policies and quality standards are always adhered to.
- Manage catch net process in respect of Dormant units to ensure units these are resolved in line with SOP
- Ensure diligent & accurate onboarding/maintenance of new/existing fleet customers’ profiles, including welcome mail as required
- Ensure accurate diagnosis of unit faults to ensure 1st time resolution and prevent unwarranted repairs
- Ensure continuous execution of pro-active repair campaigns, including analyzing data, building data files, aligning planners and daily reporting on progress
- Manage the aging of pending repairs in line with departmental service levels
- Ensure alignment with planning and technical services to ensure efficient ways of working to effect repairs in regions where dedicated technicians are not available.
- Ensure that dedicated repair technicians are utilized optimally by effectively managing the booking scheduling/confirmation process, reducing number of rejected cases, managing the pending repair backlog and compliance with regular preventative maintenance agreements
- Manage National resolution times of repairs in line with departmental service levels
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KEY RESPONSIBILITIES:
Consulting and Support Services
- Face to Face client visits;
- Statistical Analysis
- Stock Control
- Sales
- Query Resolution
- Administration
- Achieve Financial Targets
- Personal Development
- Up-sell solutions from the group
- Analyse customers transactional processing and devise strategies to maximise and optimise collections
CORE RESPONSIBILITIES:
Face to Face Visits
Develop call cycle planning;
- Make the required travel arrangements and accommodation bookings;
- Visit all assigned within specified call cycle period;
- Build strong relationships with all customers;
- Obtain site visit signatures on all visits completed;
- Install products and equipment at the client site and train the client on the use thereof, as and when required;
- Provide clients with in-depth training.
Statistical Analysis
- Perform statistical analysis on all clients processing to identify areas of improvement and growth;
- Present statistical analysis to all clients;
- Provide improvement recommendations / ideas to clients based on statistical analysis performed;
- Monitor client performance to identify trends and track improvements;
- Advise merchants of trends identified;
- Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager;
- Inform client of any trends identified with client staff where it is possibly negatively affected client overall performance.
- Conduct bank reconciliations and analysis as required
Stock Control
- Assist with the tracking of stock on site level;
- Assist clients with the ordering of required stock (as and when required);
- Assist with the recovery of stock at sites (as and when required);
- Ensure that NuPay equipment is properly maintained on site level.
- Identify opportunities to offer value-added services to clients and implement those services, as and when required;
- Identify opportunities to improve the clients' service offerings and sell where possible, tailor-made products and solutions to the client;
- Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.
Query Resolution
- Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
- Keep client data and site visit information up to date on company systems daily;
- On the first day of every month, submit a monthly report to the Regional Manager;
- On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager.
Achieve Financial Targets
- Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.
Personal Development
- Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required;
- Keep up to date on all product, system, industry, and legislative changes;
- Complete the actions detailed in your personal development plan as per company policy, successfully.
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
- ACS Field Services.
- NuPay Central Admin.
- NuPay Sales.
- NuPay / Delter Contact Centre.
- Business Support.
- Billing Department.
- Marketing Department.
- Development Team.
- Reception
- Finance.
Reasons for Interaction:
- Support services for terminals in field.
- Support services for sales applications.
- Sales Leads and Assistance.
- Telephonic support to Account Manager clients.
- 2nd Line Query Resolution Support
- Client Billing and Settlement query resolution.
- Client marketing related material and functions.
- UX ideas and escalated query resolution.
- Accommodation Bookings.
- Financial Payments / Refunds.
External:
- NuPay Merchants
- Courier Services
Reasons for Interaction:
- Visiting Merchants
- Collection / Delivery of NuPay Terminals
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Professional Qualifications
- B-Com Degree / Diploma (Preferred)
Years of Experience
- Minimum 2 Year Experience in a Customer Service / Account Management Role
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CORE RESPONSIBILITIES:
Governance and Risk Management
- Adhering to defined processes to ensure Quality Assurance of Incident Management - Logging, tracking and resolving, as well as escalating incidents and requests; identify trends to understand root causes; proactively revise processes and tools to improve service levels; protect and ensure confidentiality of business information
- Remaining informed on emerging trends to maintain a deep and broad knowledge base in fundamental IT technical skill sets – Document current processes and changes; support knowledge sharing; mentor and train other members of the support team; undertake continuous training and development.
- Participate in projects for process or quality improvements – manage and support technical projects for the business; collaborate with business and project teams to successfully implements projects; evaluate solutions and regularly evaluate business needs relative to current tools.
COMMUNICATION & WORKING RELATIONSHIPS:
Internal:
- Heads of Operations and Business Units
- All stakeholders within the operation
- Shared Services
Reasons for Interaction:
- Ensure effective Service Delivery.
- Ensure that all stakeholders are aligned and have the relevant information.
- Advice to line management.
- Ensure that Group is aware and aligned to requirements.
External:
- Customer and Service Providers
Reasons for Interaction:
- Work with Customer and Service Providers to ensure optimal service delivery
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Job Description
- We are looking for a Team Leader who will be dedicated a team to serve SBSA Branch
Customer Relationship Management
- Improve Customer Service Satisfaction through service level agreement achievement (compliance, reduced turnaround time and ensure all Labour Lines is closed) and reducing repeat calls and service escalations.
- Build and retain strong and scalable inter-personal relationships with clients and customer visits.
- Achieve a rating on Customer Satisfaction Survey for all completed projects between 85% and 100%
Finance
- Manage overtime, Onsite time, Per Diem, Travel and accommodation.
Internal Processes
- Effectively manage the organisation's assets to ensure after every project completed all stock used and returned is accounted for, through stock take and site signoffs to reduce stock losses.
- Manage internal escalations, analyses and implement mitigating actions to prevent recurrence.
- Monitor operational business performance against the objectives by regularly reviewing the objectives.
- Assess and monitor the progress toward attaining short and long-term business unit objectives.
- Support ST’s, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance.
- Be responsible for projects assigned to individual team leads.
- Ensure all documentation is updated and filed within project folders on teams.
- Attend all internal and external project meeting for assigned projects.
- Monitor all stock start to end.
- Reduce and maintain return RA’s and IMO's within agreed timelines.
- Team Leads will be responsible to ensure all Astea Workorders, Stock Management, Travel is updated and closed on Astea to ensure billing can be done.
- Track all cost on project withing the budget on the following (Not limited too):
- Overtime
- Accommodation
- Travel
- Tools (If applicable)
- Project reporting to project stakeholders
- Review training manuals to ensure current and distribute where applicable.
- Request stock count after all projects from allocated Service Technicians to ensure stock is cleared.
- Raised potential risks (Not Limited to):
- Project Issues
- Project challenges
- Project escalations
- Booking of living expense on out of region visits
- Travel
- Time onsite / overtime
- Ensure overtime is approved before overtime is worked.
- ST Cost (Per Diem)
- To ensure that all the required project requirements have been met to ensure final project closure. (Not limited to)
- Site Signoffs
- Stock Recon
- Customer Satisfaction Survey
- To attend daily project planning session
- Allocation of resource per project
- Ensure Service Technicians have all relevant software and tools required to be able to conduct a successful project.
- Ensure planned dates are met as per the project requirements.
- Note: If planned date cannot be met for whatever reason, ensure PM is notified in advance"
- Advise stakeholders of the schedule dates for each project
- Ensure a ST is assigned to each project call.
- Ensure IMO's are raised, for parts/ consumables required for each call.
- Ensure planned dates are correct on Astea.
- Ensure ST’s are aware of scheduled/ planned dates.
- Ensure parts is available and collected, prior to planned date.
- To ensure where stock is distributed directly to the store, ST is to compare stock with Ship list supplied and confirm all stock is onsite.
- Ensure IMO's are fulfilled/ completed.
- Ensure parts are booked for each call.
- Ensure RAs are created, for each call (if required)
- Ensure RAs are closed within 5 days. From time of creation
- To ensure ST can-do First-time Fix.
- Check quality of Work
- To ensure ST completes work as per the project scope.
- To book accommodation on relevant Altron platform
- Obtain approval for booking to be processed via mail from Senior Project Manager
- Communicate to PMO / ST that accommodation is booked and confirmed.
- Supply copy of invoices for all relevant work done to PMO as part of cost tracking (Not Limited to)
- Travel
- Accommodation
- Per Diem
- Flights
- Ensure that all the required project requirements have been met, before calls are resolved (Not Limited to)
- Project Checklist
- Docket
- Site Signoff
- Customer Signature is attached to the call.
- All transactions have been completed (Not limited to)
- IMO
- Parts booked.
- RA completed.
- Ensure Advise PMO that all Project Workorders is closed.
- There must not be any CM calls if all Call Closure requirements have been met by SA.
- Overtime is booked on system.
- Review and ensure Overtime claims is valid.
- Submit Overtime claims monthly.
- Ensure overtime claims is valid.
- Submit Fuel Claims
- Ensure Kilometre claims are submitted weekly / monthly.
- Review and ensure KM claims are valid.
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
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MAIN JOB PURPOSE
- Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
Customer Relationship Management
- Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
- First time fix rate and recall rate under the stipulated requirements.
- Maintain customer relationship.
Internal Processes
- Be productive based on the calls allocated to them.
- Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
- Maintain and manage sufficient boot stock.
- Complete administration within time frames as per policies.
- Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
- Technical support, maintenance, trouble shooting on retail machines.
Human Capital
- Complete own training and development objectives as per agreed timelines in the personal development plan.
- Ensure that all policies and procedures are followed according to the company requirement.
Job Requirements:
Requirements
- Own vehicle and valid drivers’ license is essential
- Must reside in KZN
Qualifications
- Matric or other equivalent qualification preferable
- A + and N + Qualification
Experience
- 2 years’ experience in maintaining equipment in an IT environment
- 2 -3 years Desktop support experience
- Computer literate in relevant operating system
Skills
- Electronic skills
- Fault-finding techniques
- MS Office
Education
- National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)
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Key Responsibilities:
- Ensure achievement of set sales targets
Key account management
- Implementation and management of sales strategies
- Perform incisive and insightful market and competitive research
- Maintain high quality information in support of proactive management of sales and delivery targets (Pipeline, OE, Revenue and GP)
- Represent the company and increase revenue by selling the company products and solutions to all potential customers
- Provide accurate forecasting of business and market needs
- Implement sales strategy and ensure customer satisfaction
- Project manage the implementation and deployment of products, services and solutions to the customer
- Prepare proposals for the provision of products/services
- Follow up on new sales prospects and develop existing customers’ business needs
- Monitor and reporting on sales prospects, progress and performance
- Monitor and reporting on customer satisfaction, market intelligence and competitor capabilities
- Build and maintain relationships with all key individuals within assigned accounts
- Interact frequently with strategic customers to understand their environment and requirements
- Perform Key Account Management duties on designated accounts
- Research customer needs and assist with identifying how our solutions can meet them
Experience / Educational requirements:
- Business Management Degree/Diploma highly preferred
- Experience in Solution Sales Technologies viz. Microsoft Azure, Huawei, AWS and Google
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
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KEY RESPONSIBILITIES:
- Strategically develop and manage the EUC product portfolio, ensuring it meets market demands and delivers exceptional user experiences. Regularly review and adapt strategies based on emerging technology trends and customer feedback.
- Foster robust relationships with technology vendors and collaborate with cross-functional teams within the organization, such as sales, marketing, IT, operations, and finance, to drive product innovation and ensure cohesive strategy execution.
- Lead initiatives for market analysis, customer engagement, and go-to-market strategies, ensuring the EUC solutions are well-positioned and branded effectively in the marketplace.
- Drive continuous improvement in processes and workflows, leveraging customer feedback and market trends to enhance existing products or develop new solutions. Act as a subject matter expert, representing the EUC practice at industry events and through thought leadership opportunities.
- Oversee the development and execution of comprehensive training programs for both internal staff and clients, ensuring a deep understanding of EUC products and solutions, while also leading strategic partnerships to enhance the EUC ecosystem.
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
- Product Teams
- Key Account Managers and Sales Specialists
- Sales Managers
- Strategy Managers
- Commercial and Contract Managers
- Service Architects
Reasons for Interactions:
- Align to business objectives
- Collaboration
- Ideation and planning
- Client requirements gathering
- Outsource service design
- Support, guidance and managing risk
External:
Reasons for Interaction:
- Strategy and products from vendors
- Requirements and commercial understanding
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
- Bachelor's degree in Business, IT, or related fields.
Experience:
- Deep understanding of current EUC technologies, market trends, and customer needs.
- More than 5 years in an EUC environment .
- Proven experience in EUC product and vendor management.
- A good understanding of the EUC industry and market dynamics.
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Job Function:
- Ensure that contracted customer Service Level Agreements are met (resolved)
- To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
- To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
- Ensure that calls are checked and updated with the latest updates until call closure
- To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
- Basic AD user account Administration (Account lockouts, OU Memberships)
- To Backup Engineers for customers and support staff
- To assist with Smart Hands Onsite when required
- 3G and APN configuration
- Printer support and maintenance
- Manage requests/call logged to Vendors and 3rd Parties
- To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
- To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
- To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework
Educational Requirements:
- National Diploma in Information Technology
- CompTIA Network+-CompTIA
Experience required:
- 3+ years relevant experience
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
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Responsibilities:
- Lead the support team in diagnosing and resolving issues reported by users promptly. This can include troubleshooting technical problems, investigating data discrepancies, and identifying the root cause of system errors.
- Oversee minor system customizations and configurations based on user requirements. This might include creating new fields, entities, workflows, or adjusting security settings.
- Customize D365 CE entities, forms, views, workflows, and business rules to align with business processes.
- Stay informed about the latest patches, updates, and releases for Dynamics 365. Plan and execute the application of patches and updates, ensuring system stability and security.
- Monitor the performance of the D365 system, identifying bottlenecks, and taking proactive measures to optimize performance. This might involve analysing system logs, performance metrics, and user feedback.
- Organize training sessions for end-users to enhance their skills and knowledge of the system. Provide training materials and resources to users for self-help.
- Gather feedback from users about system functionality and issues they face. Analyse this feedback to identify common problems and propose long-term solutions.
- Interface with Microsoft or relevant vendors for advanced technical support when issues cannot be resolved internally. Coordinate with vendors for issue escalation and resolution.
- Integrate D365 CE with other systems and applications, ensuring seamless data flow.
- Develop custom plugins and workflow activities using C# and .NET to extend the platform's functionality.
- Write client-side scripts using JavaScript and create web resources to enhance user experience and interface.
- Assist in data migration from legacy systems to D365 CE.
- Design and customize reports using tools like Power BI, SQL Server Reporting Services (SSRS), and FetchXML.
- Implement and manage security roles, field-level security, and data access permissions.
- Ensuring the adoption of the architectural and development standards by the implementation team.
- Leadership of technical resources within the support team.
Requirements:
- Must have relevant Microsoft Dynamics certification
- Must have 5 - 8 years' experience hands on experience in leading technical teams
- Must have 5 - 8 years' experience practical work experience in a Microsoft consulting experience
- Must have more than 8 years of experience in user support or customer service roles is important.
Method of Application
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