Job Description

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

Customer Relationship Management

•  Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
•  First time fix rate and recall rate under the stipulated requirements.
•  Maintain customer relationship.

Internal Processes

•  Be productive based on the calls allocated to them.
•  Ensure that they comply with all Quality Management System (QMS) procedures provided by the Managers.
•  Maintain and manage sufficient boot stock.
•  Complete administration within time frames as per policies.
•  Action and close new calls within customer Service Level
• Agreements and Mean Time to Respond / Mean Time to Complete.
•  Technical support, maintenance, trouble shooting on retail machines.

Human Capital

•  Complete own training and development objectives as per agreed timelines in the personal development plan.
•  Ensure that all policies and procedures are followed according to the company requirement

Job Requirements: 
Qualifications and Experience

•  Matric or other equivalent qualification preferable
•  A + and N + Qualification
•  Mechatronic diploma or equivalent preferable
•  Mechanical, Electrical or Electronic engineering diploma or equivalent
•  Strong Soft Skills
•  Must have a valid driver’s license and own reliable car
•  Must have experience in a corporate environment.

Knowledge

•  5- 7 years’ experience in maintaining equipment in an IT environment
•  Computer literate in relevant operating system
•  Mechanical skills
•  Electronic skills
•  Soldering skills
•  Fault-finding techniques
•  MS Office