Job Description

Purpose Statement

To manage

all aftersales expectations, related calls and follow-ups, resolve Customer queries and use appropriate retention tools where required.

To quote

customers on repairs and maintenance as well as customer damage to rental fleet.

Key performance areas (to translate into a measure of success)

Quoting and invoicing of:

Customer and Training

Customer Parts including FMC's.

Customer Machine repair including FMC's

Rental damages

Acting as superuser for aftersales and FMC

Main Outputs and Responsibilities for This Position

The Job is responsible for the following:

AREA / TYPE

Responsibilities

Rental Damages

Carry out the full rental damage role from receipt of technician or QC operative report and photos

Communicate to customer regarding rental damages (technician report and technician photos and customer damage sheet) Cost rental customer damage, generate quote and invoice customer

Customer and Training quotes

Quote customer for own machine movements (sales order) as well as operator only rental (rental order).

Arranging C53 and C46 training, quote clients on training. Invoice clients for training

Customer Parts

Process customer part req and purchase order confirmation to parts advisor and follow up on ETA

Communicate with customers regarding service status - customer machines (Project manage customer machine services )

Create quotes for customer machine breakdown, service, order parts with parts advisor.

Invoice customers upon completion of work.

Monthly FMC's invoices.

Customer machines

Add customer owned machines into D365 where we regularly service -Follow up on all enquiries receive.

Invoice monthly contract rates for FMC's.

Clock hours on FMC units on D365.

Invoice Excess Hours on Customer Machines.

Superuser role

Act as a superuser for the Cape Region for all aftersales and FMC processes

Review dashboards and control spreadsheets regularly for identification of delays and incomplete processes

Any other lawful and reasonable outputs and responsibilities that may be required.

Qualifications

Minimum

Grade 12 with good achievement in English as a subject

Post matric short course in relevant skills would be an advantage

Experience

3 - 5 years working experience in a customer service environment.

2 years working in technical environment

Knowledge

Rental industry

Knowledge of work of height machinery and equipment

Microsoft Office

Skills

Administration skills

Problem Solving skills

Numerical skills

Organizing and planning

Communication skills

Coaching skills

Behavioral Competencies

Integrity

Interpersonal skills

Resilience

Persuasiveness

Energy and Drive

Quality Orientation

Job Type: Full-time

Work Location: In person