Website Globe 24-7
Job Title: Technical Service Support
Department: Service
Reporting to: Engineering Manager
Key Relationships: Customers, Employees, Global Teams Interactions HSEQ.
Our client, an OEM, is actively looking for a Technical Service Support person who will be responsible for providing technical support and expertise for their products to customers by capturing and distributing relevant data on equipment. The responsible person will work closely with the Quality Department to rectify warranty processes for the region and ensuring a seamless approach to workshop processes.
RESPONSIBLITIES
- Provide general support for warranty to all customers, including warranty processing, claim handling & troubleshooting, as well as KPI reporting.
- Implement HO warranty processing guidelines and support customers in process-related queries.
- Responsible for assisting customers with technical issues or questions relating to equipment.
- Duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone.
- Providing Quotes to customers in both Service and workshop environment.
- Support technical bulletins to customers and keeping a record of these.
- Manage the SmartCare system.
- Gathers, cleans, and studies data sets both internal and from customers to help solve problems. Generating of recommended spares lists etc.
QUALIFICATIONS AND EXPERIENCE
- Matric / Grade 12
- National Diploma in Engineering or equivalent
- Minimum 3 years of post-studies work experience handling technical queries on OEM Equipment.
SKILLS AND COMPETENCIES
- OEM equipment knowledge.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced and high-pressure environment, multitasking effectively.
- Accuracy and attention to detail is vital.
- Proven experience in a technical support role, preferably in a customer-focused environment.
- Demonstrated knowledge of Data analysis.
- Proficiency in using help desk software and remote support tools.
- Knowledge of customer service principles and practices.
- Availability to work flexible schedules, including evenings, weekends, and holidays as required.
- Excellent organizational skills and attention to detail.
