Position Summary/Objectives of Incumbent:
Manage customers’ (Internal & External) and staff requirements related to the day-to-day delivery of maintenance services in the assigned region and supervise the power Customer Engineers to meet the deliverables.
Major activities to be performed:
Administration / Planning & Reporting
- Provide quotes for small works, T&M, installations and start-ups
- Collate paperwork, verify status and deliver all warranty returns to admin staff for processing
- Support field personnel in the execution of their administrative task
- Prepare and provide reports as requested by management
- Ensure timesheets are entered in the system correctly.
- Ensure leave applications are in order and support documentation are attached if necessary e.g: medical certificate
Management of Team
- Coordinate and schedule the general duties of power staff and subcontractors
- Ensure Customer Engineers are equipped with calibrated tools, personal protective equipment and appropriate documentation
- Respond to customer requests for minor quotation or service advice within a timely manner.
- Respond within 24 hours to any staff initiated “Client follow-up” requisitions for additional work.
- Assist Customer Engineers with complex technical problems
- Carry the after-hours escalation pager each alternate week with the Field/Project Supervisor, monitor and provide assistance to Customer Engineers who are on call
- Carry out Customer Engineer audits as required by company policy.
WHS, Environment and Quality
- Take all necessary steps to ensure OH&S requirements are adhered to.
- Ensure adequate PPE is provided
- Report all incident / injury on time
- On Call Rotating Roster 1 every 4 weeks
Company Vehicle
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Employees reporting to Incumbent:
Main contacts within Company
Warehouse/inventory management staff,
Service Technical Support,
Safety Manager,
Sales Staff
Service Admin Support Staff
Main contacts outside the Company
Customers,
Subcontractors
Vendors
Education/Qualification:
Specialist Knowledge:
Practical Experience:
Personal Characteristics:
Customer-centric
Team player
Well organised
Solution oriented
