Aftersales & Continuous Support Engineer

2 weeks ago

Johannesburg, Gauteng, South Africa Telebest Full time

Job Title: Aftersales and Continuous Support Engineer

Location: Benoni

Overall Purpose of the Position: We are looking for a dedicated Aftersales Support Specialist to join our team. The ideal candidate will assist the Aftersales Manager with technical/engineering tasks and administrative duties. Responsibilities include managing aftersales and site service records, addressing customer concerns, coordinating team activities, and providing administrative assistance to the Spares & Site Services department.

Key Responsibilities:

  • Technical and Administrative Support:
    • Manage aftersales and site service records and databases.
    • Handle customer inquiries and complaints.
    • Coordinate the aftersales team's tasks.
    • Offer general support to the department.
  • Performance Monitoring:
    • Track and report key performance indicators.
    • Suggest enhancements for aftersales processes.
  • Strategy Development:
    • Participate in creating and executing strategies to enhance aftersales and site services.
    • Improve client satisfaction.
  • Cross-Departmental Collaboration:
    • Collaborate with sales, marketing, and engineering to identify client needs and develop solutions.
  • Team Management:
    • Supervise a team of aftersales administrators.
    • Provide guidance and training to team members.
    • Manage warranty claims and returns processes.
  • Data Analysis and Relationship Management:
    • Analyze client data for trends and improvement opportunities.
    • 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, preferably in an OEM engineering and fabrication setting.

Essential Skills and Knowledge:

  • Strong communication and interpersonal skills.
  • Effective problem-solving abilities.
  • Thorough technical knowledge related to engineering and aftersales support.
  • Proficiency in Microsoft Word, Excel, and Project.
  • Familiarity with engineering software and tools.
  • Knowledge of industry-specific regulations and standards.
  • Leadership and team management abilities.
  • Client relationship management skills and commitment to excellent customer service.

Performance Deliverables:

  • Customer Service: Handle client inquiries and complaints, liaise with other departments, and maintain strong client relations.
  • Administrative Support: Manage records and databases, coordinate team activities, and prepare reports.
  • Sales Support: Process orders, ensure timely delivery, and collaborate with sales team.
  • Team Management: Train and supervise team members, conduct performance evaluations, and implement training programs.
  • Reporting and Analysis: Monitor KPIs, analyze data, and make improvement recommendations.
  • SHERQ Compliance: Ensure compliance with quality, safety, health, and environmental policies.

General:

  • Execute additional tasks within your expertise as directed by management.
  • Prioritize tasks for external clients.
  • Adhere to health and safety protocols and report any risks.

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