Summary Statement:

The purpose of this position is to assist the Field Service Team Leader and team of technicians / mechanics 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 Arears: 

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 schedule, plan and communicate technicians / mechanics service activity to relevant staff member(s) and customers, dispatching of technicians to attend to breakdowns.

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 technicians / 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 Field Service Team Leaders / Foreman to keep service schedules within set parameters by proper planning and scheduling of technicians / mechanics to carry out services.

Providing scheduled (monthly, weekly, and daily) reports as requested by department manager, admin supervisor and / or Field Service Team Leader / Foreman.

General administrative duties (following up with customers for order numbers on abuse repairs, typing of quotations, filing, reports, etc.)

Assist with Monthly stock take for New and Used equipment.

Complete and submit GRV’s to VSB and assisting with Proof of delivery of equipment movement.