Job title: Field Service Advisor
Job type: Permanent
Emp type: Full-time
Industry: Electrical/Electronic Manufacturing
Expertise: Sales & Marketing
Salary type: Monthly
Salary: ZAR 20,000.00
Location: Johannesburg
Job published: 2020-02-06
Job ID: 31976
Contact name: Bennedicta Rakuba
Phone number: 0871353510
Contact email: Bennedicta@emergingsc.com

Job Description

 

Job Description

Job Title:

Field Service Advisor

Reports to:

Field Service Manager

 

Job Purpose

A well established supplier of auto-electrical, heavy-duty components and safety systems is looking to employ a Technical Service Advisor in their Field Service division in Middelburg. The core function/s of this position is to co-ordinate the activities of Auto Electricians and ensure that customer requirements are timeously attended to.

 

To co-ordinate the activities of the Auto Electricians and ensure that customers requirements are timeously attended to and that all paperwork is handled in accordance with Company policy and procedures. To ensure the smooth running of the Department/Branch and ensure customer satisfaction

 

Responsibilities

 

  • Liaise with customers regarding bookings, queries, breakdowns, enquiries and complaints.
  • Ensure that services are supported by a customer order (hard copy, faxed or emailed).
  • Opening jobs on system, booking parts and follow up on back orders.
  • Logging calls on customer route sheet as well as on planning board.
  • Sign off all paperwork from Technicians/Auto Electricians (job cards, daily timesheets and check lists etc.)
  • Log received time sheets on spread sheet to determine what Technicians/Auto Electricians paperwork is outstanding.
  • Check with Technicians/Auto Electricians that new parts not used are sent back to Store and taken off the job.
  • Forward completed job to Costing Clerk for costing (hard copy of order number and service reports in job envelope) - check that job costing is correct, sign off and send for invoicing.
  • Draw up standby list for Technician/Auto Electrician, ensure that it is signed off and forward to relevant people.
  • Report before 09:00am everyday any absenteeism (sick, annual leave or training) to the person in charge of the registers.
  • Assist Man on Site with quotes, parts and replacement Technician/Auto Electrician when he is sick, on leave, on training or when vehicle is in for repairs.
  • Ensure Man on Site reports and time sheets are signed off once a week.
  • Counselling and disciplinary steps where necessary against Technicians/Auto Electricians.
  • Customer visits if, and when, necessary e.g. with a problematic job or invoicing problems.
  • 24/7 standby on any breakdowns- as per the standby roster and when required
  • Technicians/Auto Electricians will report directly to Service Advisor.
  • Assist service advisors in other divisions when needed.
  • Control of delivery note books.
  • Control of after hour stock book (stock that is taken after hours or on weekends).
  • Plan, schedule and send Technicians/Auto Electricians to jobs.
  • Prepare, send and follow up on quotations.
  • Work on WIP list on a weekly basis.
  • Check and monitor Technicians/Auto Electricians cell phone accounts.
  • Any other duties that may reasonably be required of you from the company

 

Accountabilities

Ensure that planning jobs, selecting technicians to execute the job and spare parts are available is done as efficiently as possible.

Education/Experience/Skills

  • Grade 12.
  • Certificate in Customer Service advantageous.
  • Minimum 3 years’ experience in a technical service position or in an Auto Electrical business
  • Auto Electrical product knowledge.
  • Driver’s License
  • Excellent Communications skills with a good telephone etiquette
  • Computer Literate MS Office (email), Word, Excel and SAP is essential

 

Attributes

  • Excellent interpersonal skills are required for a good service advisor.
  • A service advisor has to meet or /and liaise with a lot of customers in a day who are different in their nature and behavior.
  • He/she must have an ability to satisfy the customers and be able to control his anger and he should be very polite with the customer’s especially difficult or rude customers.
  • Neat and presentable appearance