Job description
Handling of incoming customer service requests over the phone and in written form Scheduling of service interventions – coordinating the Field Service Engineers work schedules in order to maximize efficiency and minimize WIPEnsure spare parts allocation – promoting forward planning Information liaison between the Branch Managers, Field Service Engineers (FSE), and customers – providing regular updates to customers regarding service that is in process. Confirm visit dates, and inform customers pro-actively about delays (FSE visit or spare part deliveries) etc.Have the overall responsibility for all service jobs in the dedicated regions – make sure they are scheduled and executed according to plan, follow up on progress and ensure closure – interact with relevant parties to ensure quick resolution of eventual issues/complaints (credit issues, spare parts availability/returns, delays, invoicing disputes etc)Has ownership of the service order from beginning until invoiced and closed.Update and maintain customer contact and equipment data to ensure high data quality.Take an active part in suggesting continuous improvements to work flow, working processes and procedures.Oversee day to day activities of subordinates.Ad hoc projects as may be required from time to time.
Experience requirements
Be familiar with a fast-paced customer focused environment.Knowledge about dealing with customers (scheduling experience is a plus)Operational experience of our customer centre service organisation is considered a plusProduct Knowledge is a plusManagerial experienceAt least 5 years relevant experience
Knowledge
Good command of English is importantKnowledge of Microsoft Office, including Word and Excel Knowledge of used back office system is an advantage - BPCSComputer literacy/proficiency is a must
Educational requirements
Tertiary diploma or similar through experience
Personality requirements
Must be able to work independently and have excellent organizational, interpersonal, verbal and written communication, and problem-solving skills. Must be able to manage multiple priorities with flexibility, a positive attitude and a strong commitment to customer service. Overtime may be required at times. Have a strong attention to detail.Strong leadership and motivational skills
Country and city description
This Position will be based in Jet Park, Boksburg
Company presentation
Atlas Copco Compressor Technique is a Division of Atlas Copco South Africa (Pty) Ltd., and is responsible for the Sales and Aftermarket for Compressors, Quality Air Systems, and Multibrand in the South African market, and maintains an operational responsibility for Compressor Technique Business within the countries of Namibia, Botswana, Zimbabwe, and Mozambique. The Company employs about 130 people and operates from three branches in addition to Johannesburg
