Job Description

This role's core function is to support the business in regard to Aftersales functionality within the IMS/DMS. Knowledge transfer to team members.

Overall - Daily, Weekly and Monthly:

Daily system checks (Early Morning)

IMS & DMS system application support to customers

Daily time management and call resolutions

Regular management feedback on all areas of work

Customer support via telephone

Be alert to logs and escalate same problem tickets timeously

P1 tickets - immediate assistance and escalation where required

Responsible for follow up on ageing tickets

Attention to detail of tickets including correct signed off forms

Follow policies and procedures in place by management

Escalation and re-allocation of tickets to other departments via Team Leader

Escalation of tickets to Vendors via Team Leader

Follow policies and procedures in place by management

Escalation and re-allocation of tickets to other departments via Team Leader

Escalation of tickets to Vendors via Team Leader

Should be able to work under pressure according to deadlines

Offer assistance to colleagues

Promote team culture

Monthly and weekly price files

Labour rate updates

Stock take management

Possible site visits from time to time without impact on tickets

Cross train and upskill peers

Training business users when required

Position Overview

This role's core function is the support business in regard to Aftersales functionality within the IMS/DMS. Knowledge transfer to team members.

Specific Role Responsibilities

Overall - Daily, Weekly and Monthly:

Daily system checks (Early Morning)

IMS & DMS system application support to customers

Daily time management and call resolutions

Regular management feedback on all areas of work

Customer support via telephone

Be alert to logs and escalate same problem tickets timeously

P1 tickets - immediate assistance and escalation where required

Responsible for follow up on ageing tickets

Attention to detail of tickets including correct signed off forms

Follow policies and procedures in place by management

Escalation and re-allocation of tickets to other departments via Team Leader

Escalation of tickets to Vendors via Team Leader

Follow policies and procedures in place by management

Escalation and re-allocation of tickets to other departments via Team Leader

Escalation of tickets to Vendors via Team Leader

Should be able to work under pressure according to deadlines

Offer assistance to colleagues

Promote team culture

Monthly and weekly price files

Labour rate updates

Stock take management

Possible site visits from time to time without impact on tickets

Cross train and upskill peers

Training business users when required

Qualifications and Experience

Qualifications and experience required


Matric & IT related Degree/Diploma

3 years' experience on DMS applications mandatory Autoline & Automate (Drive, Drive IA, Evolve, Rev8)

5 years experience in the Motor Industry trade and dealership in the Aftersales (parts/workshop) field would be beneficial

Strong analytical, problem solving and critical thinking skills

Strong in Excel

Understanding and experience in working on a support desk platform

Skills and Personal Attributes

Key Skills and Attributes required:


Be able to work in a team and communicate efficiently with team members, team leaders, management and business users

Multi-tasking and time-management skills, with the ability to prioritize tasks

Highly organized and detail-orientated

Ability to work in a complex multi-faceted and fast paced organization

* Ability to work well under pressure