Summary Statement:

The purpose of this position is to assist the MHW Team Leader and team of technicians at Unicape Equipment to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures and actions, promoting a customer-oriented service and to implement and uphold actions in line with company strategic vision.

Key Performance Areas:
(Essential Duties & Responsibilities)
To perform this job successfully, the appointed individual must be able to perform each essential duty / key performance area satisfactorily. This list of key performance areas is not exhaustive and may be changed / supplemented to accommodate business needs from time to time. This position would also, apart from key performance areas stipulated below, be required to assist the Manager with other duties from time to time, as may be deemed necessary:
Overall responsibility to communicate to technician’s service activity to relevant staff member(s) and customers; assigning of technicians to attend to services, breakdowns.
Following up on all WIP jobs in progress, daily
Facilitating customer calls, complaints and queries; ensure it is followed through and communicate process / result to customers.
Plan & arrange for machines to come to the workshop, assign technician, follow through until machine is delivered.
Liaising with internal customers, New Sales, Parts, CW.
Invoicing completed jobs within 3 working days (ensuring that jobs are opened and closed as per company standards, accurate and timeous)
Ensuring technicians achieve labour recovery = >80%
Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers.
Various administrative tasks relating to invoices might be added to this area of responsibility.
Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and Product Support.
Submitting of tax invoices and job cards to customers for chargeable & maintenance work
Preparing quotations, submitting, following up with the customers and submitting to Team Leaders / Product Support follow up on order numbers. 
Resolve debtors’ queries and follow through until resolved.
Processing of technician’s overtime, in conjunction with the Team Leaders / Product Support
Assisting with Load test certificates that need to be issued within 2 working days from testing (when required)
General administrative duties (emailing, filing, reports, etc.)