After Sales Technician and Technical Trainer

4 weeks ago

Johannesburg, South Africa lemon Inc Full time

Description:

The purpose of the position is to provide technical support, technical training, as well as training on product functionality, for both internal and external customers including staff, architects, contractors, installers, merchants etc. The position also includes the actual repair of all items.

Key Responsibilities:

Maintenance and repair:

  • Assist internal and external customers with maintenance and repairs on products. This will include going out on daily service calls to assist and provide guidance to end customers, Merchants, Architects, contractors etc

Installation and configuration:

  • Assist internal and external customers with Installation and configuration,on products. This will include going out to complete site surveys to assist and provide guidance to end customers, Merchants, Architects, contractors etc. It also includes installing Products in Showrooms.

Equipment operation:

  • Performing quality and function inspections after installations
  • Manage and assist plumbers from different regions
  • Allocate service calls to appointed plumbers in different regions
    • Provide product / technical training and support to the appointed plumbers
    • Complete Weekly / Daily reports on all allocated service calls

Technical requirements:

  • Technical training for preferred installers and plumbers
  • Technical training for employees
  • Basic technical training for distributor sales staff
  • Consulting with project contractors and supply of data sheets, pre-installation checks and required technical and product information
  • Maintain the SA technical database
  • Maintain the SA Senso wash database
  • Interface with the Germany technical department
  • Keep distributors informed on products improvements and technical changes.
  • Assist with sales queries and meeting with Architects and specifiers with the aim of specifying in projects

General Requirements:

  • Any business-related ad-hoc task as required by the management of SA
  • Assist with customers in the showroom
  • Help maintain the premises
  • Manage own diary and appointment
  • Feedback & communication to office and clients

Reporting:

  • Complete Service call sheets
    • Provide daily and weekly reports on all open and closed service calls

Ensure all job tracking logs are updated and completed.

Communication:

  • Provide Customer Service with ALL the details of what is required to order, part or unit for replacements. Technical is responsible to ensure correct ordering and replacing is done. Technical to advise customer of lead times, and when service call will be completed.

Training Support:

  • Co-Host Tech Training events with retailers, interior designers, architects, plumbers, contractors, developers etc. (on-site/in-house/online)
  • Co-Host lecturers with various institutions
  • Deliver, set up and break down samples/displays at exhibitions, golf days and other training events; as well as support at events by engaging with guests
  • Assist with pre-planning of tech training events; discuss materials/products to be used
  • Host Tech-Talk Training with retailers in house/onsite/online
  • Deliver samples to Architects for mock-ups; install samples in the showroom as a mock-up for architects and perform demonstrations, provide feedback, support and problem solving in these instances
  • Attend tech functions for retailers and plumbing events

Education:

Qualified Plumber

Matric / Grade 12 or equivalent

Benefits

Provident Fund Contributions

Medical Aid Contributions

Vehicle allowance

Company Cell

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