The principal duties of the position are problem solving in the workshop and in field related calls; provide customer education on our products. Resolve priority calls from management as soon as possible.

Key Responsibilities

• Create solutions and resolve repairs timeously.
• Action feedback timeously and accurately for customer queries.
• Provide customer update on part stock availability and job status information.
• Use formal and informal networks to achieve results through cross functional teams.
• Communicate with service office team regularly, plan and execute Urgent Calls.
• Process all Work orders Daily for Achievement of monthly Job completion quantity.
• For Workshop repairs advise the Workshop Assistant once completed or quoted.
• Ensure maximum customer satisfaction (NPS)
• Load Spare parts order on Sirius system as required.
• Minimise Parts Van stock holding in your Vehicle.
• Prepare for quarterly Van Stock counts as instructed by Manager.
• Ensure Company Vehicle is clean and serviced accordingly.
• Be prepared to callout to Defy Factory Ezakheni for QA meetings.
• Attend All QA meetings in Jacobs Factory.
• Engage with RnD Jacobs for technical issues on new products.
• Resolve priority calls from management as soon as possible.

MINIMUM REQUIREMENTS

• Applicants must be Trade Tested artisans at minimum N3 certificate level or will have been deemed competent at Level 4 in Domestic Appliance Repair
• Proven experience in trouble shooting and client liaison in the appliance industry.
• Electrical Wireman’s licence.
• Licensed Gas Appliance Installer.
• Driving Licence
• Exposure to management principles are also prequisites.
• Preferably English and another language.
• Computer literacy
• High customer satisfaction results
• Efficient job completion (work with daily targets)
• Has a positive & good attitude
• Mobile (work in the field)