Summary Statement:

The purpose of this position is to assist the team Product Support 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:

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 to technician’s service activity to relevant staff member(s) and customers, assigning of technicians to attend to services, breakdowns, engineering spray booth, booking of all jobs on mobile tech.
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.
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 = >85%
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.
Assisting Product Support to keep service schedules within set parameters by proper planning and scheduling of Technicians to carry out services.
Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and Product Support.
Processing of creditors invoices, creating order numbers.
Creating sundry supplier order numbers and processing supplier invoices.
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, in conjunction with the Product Support.
Ordering of parts & following up with relevant supplier.
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.)
Ensure the checking and invoicing of access hours.
Maintaining and updating information on database