KEY ACCOUNTABILITIES:

• Delivers service excellence daily in keeping with Amaranth Business Solutions Customer Service Philosophy.
• Manages field service visits by calling ahead and performing Call Avoidance procedures.
• Completes field service visits in a timely manner in keeping with established Company / industry standards and within the required Service Level Agreements (SLA).
• Follows through with incomplete calls which may require, but are not limited to, additional parts, technical support or supplies and forwarding customer requests to the relevant departments as necessary.
• Liaises with Technical Support Team on escalation calls for timely resolution of technical issues.
• Promotes the benefits of equipment when required.
  Actively contributes to the development of the Technical Fact Database, e.g. submitting unique trouble call resolution data.
• Manages spare parts assigned to ensure accuracy of system Inventory, inclusive of ensuring parts are invoiced from Calls and unused parts are returned to Inventory.
• Assists with the accurate preparation of parts and labour quotations for customers when required; conducts timely follow-up on quotations issued; supports the Area Supervisor in preparing regular revenue forecasts.
• Collaborates with the Supervisor & Dispatch to confirm daily work schedules and provides regular updates as required.
• Collects customers’ purchase orders and payments and delivers to relevant Office.
• Proactively and regularly updates customers on the status of their service calls and/or parts requests.
• Reports on customer issues to Management and contributes to troubleshooting and timely resolution.
• Timely communicates with Supervisor and/or Manager on any Customer Service or Customer Satisfaction issues.
• Maintains personal technical certifications as guided by job requirements and industry standards, and attends classroom / online training as required.
• Through self-study and company-sponsored training, develops soft skills and maintains and enhances industry and technical knowledge.
• Prepares and submits weekly and monthly reports when required.
• Any other related duties that may be required.

OTHER DUTIES AND RESPONSIBILITIES:

• Participates in bi-annual and periodic stock counts.
• Participates in regular Team, Department, Company (e.g. Townhalls) or Committee meetings as required.
• Works with the HSSE team to ensure compliance with HSSE standards and practices and applicable legislation.
• Ensures compliance with Group’s Business Continuity Programme (BCP) and adheres to Company policies and practices.

SUPERVISORY RESPONSIBILITIES:

• N/A

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE:

• Tertiary level technical / vocational certification.
• A minimum of five (5) CXC / O’Level passes including Mathematics and English (I & II)
• A minimum of one (1) year technical field experience; developed technical aptitude.
• Applied understanding of the technology used in today’s multifunction products will be an asset.
• Computer Literate / proficient in Microsoft Office suite.
• Customer focused and operates in the spirit of service.
• Strong analytical, troubleshooting and problem-solving skills.
• Strong communication (verbal and written) and interpersonal skills.
• Strong planning, organising and time management skills.
• Ability and willingness to learn and apply new technologies quickly.
• Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement.
• Ability to meet deadlines.
• Ability to excel under pressure, acts decisively and with a sense of urgency.
• Shows initiative and innovation.
• Possession of a reliable working vehicle.