Technician: Support

Job Profile Summary

Responsible for key accounts regarding product/service offerings, promotion, prices, delivery. May assist regional sales managers at regional offices.

Job Description

JOB PURPOSE

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 Dell equipment

QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Matric qualification

A+ N+ Qualification

Dell Certifications will be advantageous

Mechanical Skills

Electronic Skills

Soldering Skills

Faulting Find techniques

Years of Experience

2 years of experience in maintaining equipment in an IT environment

2 Years working on desktop equipment

Other requirements

Good communication (verbal and written) skills and interaction skills

High level of attention to detail

Dedication to Customers both internally and externally

Must be flexible to take on additional tasks

Problem analysis

Perseverance

Self-Development

Education

Languages

Start Date

02/2021