Aftersales & Continuous Support Engineer. - Johannesburg
Job Title: Aftersales and Continuous Support Engineer
Location: Benoni
Overall Purpose of the Position: We are seeking a dedicated and detail-oriented Aftersales Support Specialist to join our team. The successful candidate will support the Aftersales Manager in both technical/engineering and administrative tasks. Key responsibilities include managing aftersales and site service records, handling customer complaints and inquiries, coordinating team activities, and providing administrative support to the Spares & Site Services department.
Key Responsibilities:
Technical and Administrative Support:
- Manage aftersales and site service records and databases.
- Handle customer complaints and inquiries.
- Coordinate the aftersales team's activities.
- Provide general administrative support to the department.
Performance Monitoring:
- Monitor and report on key performance indicators.
- Make recommendations to improve aftersales processes.
Strategy Development:
- Assist in the development and implementation of strategies to improve aftersales and site services.
- Enhance client satisfaction.
Cross-Departmental Collaboration:
- Work closely with sales, marketing, and engineering to identify client needs and develop solutions.
Team Management:
- Manage a team of aftersales administrators.
- Provide guidance and training to team members.
- Oversee the processing of warranty claims and returns.
Data Analysis and Relationship Management:
- Analyze client data to identify trends and opportunities for improvement.
- Develop and maintain positive relationships with key clients and suppliers.
Qualifications:
- Academic: Bachelor’s Degree in Mechanical Engineering or related field; or qualifications in engineering, sales, technical assistance, business administration, or similar fields.
- Vocational/Technical: Technical Diploma in Engineering, Project Management, or Sales/Business Administration.
- Experience: Four or more years in engineering/project engineering and aftersales or customer services, ideally in an OEM engineering and fabrication environment.
Essential Skills and Knowledge:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- In-depth technical knowledge relevant to the engineering industry and aftersales support.
- Proficient in Microsoft Word, Excel, and Microsoft Project.
- Familiarity with engineering software and tools.
- Knowledge of industry-specific regulations and standards.
- Leadership and team management skills.
- Ability to manage client relationships and provide excellent customer service.
Performance Deliverables:
- Customer Service: Manage client inquiries and complaints, coordinate with other departments, and maintain strong client relationships.
- Administrative Support: Maintain records and databases, coordinate team activities, and prepare reports.
- Sales Support: Process orders, ensure timely delivery, and collaborate with the sales team.
- Team Management: Supervise and train team members, conduct performance evaluations, and implement training programs.
- Reporting and Analysis: Monitor and report on KPIs, analyze data, and make recommendations for improvements.
- SHERQ Compliance: Ensure adherence to quality, safety, health, and environmental policies and procedures.
General:
- Execute additional tasks within your field of expertise as instructed by management.
- Prioritize tasks related to external clients.
- Comply with health and safety measures and report any risks.
Apply Now: If you are a motivated professional with a passion for aftersales support and a drive to enhance client satisfaction, we encourage you to apply for this exciting opportunity.
Apply Now
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