Summary Statement

The purpose of this position is to assist the Manager / product support engineer / 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 orientated service and to implement and uphold actions in line with company strategic vision.

Key Performance Areas:
 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 supervisor / manager with other duties from time to time, as may be deemed necessary:

Overall responsibility to quote customers on behalf of the maintenance dept, this will include after service defects, breakdowns, repairs, after load test defects, chargeable maintenance, end of term checks, off hire checks, machines in the workshop, str chargeable
Finalizing quotes register for the month
Facilitating customer complaints and queries; ensure it is followed through and communicate process / result to customers
Ensuring that 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 Agreements (as and when required), processing of invoices, creating order numbers, updating of records on Kerridge system (ensuring that jobs are opened and closed as per company standards, accurate and timeous processing of invoices, generating order numbers for both internal and external customers, accurate and timeous processing of technician’s / mechanics time sheets, etc.). Depending on the specific team the controller is placed in, various specific administrative tasks relating to invoices and managing service schedules might be added to this area of responsibility.
Assisting product support engineer to chase up on order numbers & following through with order number to proceed with job
Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and / or product support engineer / foreman.
General administrative duties (following up with customers for order numbers on abuse repairs, typing of quotations, filing, reports, etc.)