Support Technician

TitleSupport Technician

Job Description

We are looking for a Support Technician who will be responsible for key accounts regarding product/service offerings, promotion, prices, delivery. May assist regional sales managers at regional offices. The applicant must have a valid driver's license and own reliable vehicle as the incumbent will be required to travel daily to various customer sites to attend to calls logged by the customers on their desktop and POS equipment. This role requires a self-starter to deliver the desired customer service experience. To drive service success that improves customer satisfaction, maximises customer retention and increase profitability. Adhere to specific Service Level Agreement. In short, managing all on site installations, repair, maintenance and test tasks. Diagnosing errors or technical problems and determining proper solutions.

Key responsibilities:

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

Be pro-active on the calls allocated

Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)

Maintain and manage sufficient boot stock

Complete administration within time frames as per policies

Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete

Technical support, maintenance, trouble shooting on XXXX equipment

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

Matric qualification

A+ N+ Qualification

Mechanical Skills

Electronic Skills

Soldering Skills

Faulting Find techniques

ITIL is advantageous

Work standby and overtime as contractually agreed with customers

EducationNational Certificate Level 4 (N4) / Grade 12 (Required)

LanguagesEnglish

R-8790