The purpose of this position is to assist the Maintenance Manager and team of technicians 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)

· Overall responsibility to schedule, plan and communicate to technician’s service activity to relevant staff member(s) and customers.

. Dispatching of technicians to attend to breakdowns, services, load test, PDI, rebuild, engineering, booking of all jobs on mobile tech.

· 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.

· Compiling of sustainability report – monthly

· 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%

· Submission of weekly CSI report

· Ensuring that the team achieves predetermined targets.

· Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers.

·Processing of Service, Maintenance Agreements (as and when required), updating of records on Kerridge system.

. Depending on the specific team the controller is placed in, various specific administrative tasks relating to invoices.

. Managing service schedules might be added to this area of responsibility.

· Assisting product support engineer / foreman to keep service schedules within set parameters by proper planning.

. Scheduling of technicians / mechanics to carry out services.

· Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and or product support engineer/ foreman.

· Processing of creditors invoices, creating order numbers

· Submitting of tax invoices and job cards to customers for chargeable & maintenance work

· Preparing quotations, submitting, following up with the customers and submitting to Product support to follow up on order numbers. 

· Resolve debtors’ queries and follow through until resolved.

· Resolve creditors queries and follow through until resolved.
· GPS amendments to be done weekly, business & private trips respectively.
· Processing of technician’s overtime
· Ordering of parts & following up with relevant supplier
· Driver training candidates to be added to TETA data base within 5 days from training.
· Load test certificate to be issued within 2 working days from testing.
· General administrative duties (emailing, filing, reports, etc.)

Required Minimum Knowledge, Skills Education / Training and Experience Requirement(s):

·         Advanced / Expert Computer literacy in MS Outlook, Word and Excel

·         + - 3 Years’ experience in MHE / Motor Industry

·         Experience working on the Kerridge system.

Required Certificates, Licences, Registrations:

Code 8 driver's licence

Current number of employees reporting directly to this position:

• None direct