About the position
Job Purpose
Assigning of calls to all technician, monitoring of call screen and logging of customer calls.
Key Responsibilities & Activities
- Receive and log all customer calls for service and consumables.
- Plan service call response and assign technicians, then monitor activity.
- Log all work orders.
- Assign calls to technicians considering call priority and geographic location.
- Process consumables orders. Use Yield Management guidelines.
- Process all spares needed as per technicians request.
- Ensure that only customers with an active contract receive service.
- Log all pre-installation and installation calls and allocate resources required.
- Escalate any potential or actual call/delivery delays to relevant managers, i.e. excessive call loads or excessively long “open calls”.
- Plan utilization of technicians to achieve all response time targets.
- Ensure that all customer complaints are dealt with efficiently and reported through to management.
- Constant communication with all relevant departments to ensure spares, machines etc. are delivered timeously.
- Ensure that all work orders are closed off with minimum delay after technicians or stores has completed work order.
- Monitor cost of sales and WIP (work in progress).
- Monitor toner yileds and the usage of consumables and parts.
- Quotations to be done for IT and any chargeable calls
Reporting (Daily)
- Pending calls, parts outstanding, cost of sale and WIP
Reporting (Weekly)
- Pending calls, parts outstanding, cost of sale and WIP
Reporting (Monthly)
- Pending calls, parts outstanding, cost of sale and WIP
Job Purpose
Assigning of calls to all technician, monitoring of call screen and logging of customer calls.
Key Responsibilities & Activities
- Receive and log all customer calls for service and consumables.
- Plan service call response and assign technicians, then monitor activity.
- Log all work orders.
- Assign calls to technicians considering call priority and geographic location.
- Process consumables orders. Use Yield Management guidelines.
- Process all spares needed as per technicians request.
- Ensure that only customers with an active contract receive service.
- Log all pre-installation and installation calls and allocate resources required.
- Escalate any potential or actual call/delivery delays to relevant managers, i.e. excessive call loads or excessively long “open calls”.
- Plan utilization of technicians to achieve all response time targets.
- Ensure that all customer complaints are dealt with efficiently and reported through to management.
- Constant communication with all relevant departments to ensure spares, machines etc. are delivered timeously.
- Ensure that all work orders are closed off with minimum delay after technicians or stores has completed work order.
- Monitor cost of sales and WIP (work in progress).
- Monitor toner yileds and the usage of consumables and parts.
- Quotations to be done for IT and any chargeable calls
Reporting (Daily)
- Pending calls, parts outstanding, cost of sale and WIP
Reporting (Weekly)
- Pending calls, parts outstanding, cost of sale and WIP
Reporting (Monthly)
- Pending calls, parts outstanding, cost of sale and WIP
Desired Skills:
- Pending calls
- parts outstanding
- cost of sale and WIP
- customers with an active contract receive service.
- Monitor cost of sales and WIP (work in progress).
- Monitor toner yileds
- Quotations to be done for IT
