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Service Technician
1 month ago
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KEY PERFORMANCE AREAS
Technical Support
- Schedule appointments and visit customers to service and repair equipment.
- Service products involving: Repairs and Preventative Maintenance visits.
- Consistently meet and exceed customer expectations.
- Conduct pre-delivery checks on instrumentation, where applicable, prior to delivering to customers.
- Provide technical telephonic and customer walk in support.
- Provide technical assistance, consultation and problem solving to customers as necessary.
- Arrange and handle operations equipment (Tools) necessary for completion of Job requests as per maintenance/servicing procedures.
- Study blueprints, schematics, manuals, and other specifications to determine installation procedures.
- Deliver demonstration products and stock to customers when necessary.
- Accompany sales team as and when required for equipment projects.
Administration
- Prepare quotations.
- Follow-up on quotations/ pro-forma invoices.
- Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
- Submit reports to Warehouse & Customer Service Manager weekly.
- Update Outlook electronic calendar and Activity reports on a daily basis.
- Submit weekly Expense reports on a timely basis.
Stakeholder relations and customer service
- Build and manage relationships between AEC-Amersham personnel, customers, and relevant suppliers.
- Consult with customer and supervisor to plan/ schedule planned Jobs.
- Follow up on completed jobs and Key Accounts sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved
- Manage conflict/complaints in an effective and professional manner.
- Ensure customers are kept abreast with regards to any changes in the products they are using or changes involving the company.
- Ensuring customer satisfaction in all aspects of services provided.
- Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
- Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
- Proactively generate leads for service opportunities and new instruments when at customer sites.
Compliance
- Attend quarterly compulsory SHEQ meetings.
- Meet the company’s safety targets.
- Prepare the necessary SOP’ required for the department.
- Adhere to company’s SOPs.
- Ensure to follow manufacturer’s requirement for servicing and repairing equipment.
- Investigate customer complaints within AEC timelines and provide feedback.
PERSON PROFILE:
- To always behave in a professional manner, reflecting and maintaining the values and ethos of the organization and generating a positive image of the organization and to adhere to all the organization’s policies and procedures.
PROFESSIONAL SKILLS AND KEY COMPETENCIES
- Technical / professional competence
- Analytical thinking and attention to detail
- Problem solving
- Focus and alertness
- Physical stamina
- Learning agility (includes learning potential
- Anticipating and managing change
- Action orientation and decisiveness
- Adaptability / flexibility
- Assertiveness
- Time and self-management
- Attention to detail.
- Very good data capturing skills.
- Computer literacy: Proficient in MS Office (essential)
- Basic mathematical skills
- Coordination skills
Requirements
MINIMUM QUALIFICATIONS AND EXPERIENCE:
- Preferably a National Diploma (NDip) in Electrical light current/ Electronics engineering or equivalent .
- Computer literate (Office 365 package)
- 3 years relevant experience in a service department in the healthcare and laboratory sectors.
- Valid driver’s license
- Willingness and availability to work overtime and weekends on short notice
- SAP system experience advantageous
- Must be able to travel the whole Sub-saharan Africa for customer related service.
- Must be able to travel overseas for supplier training.
- Engineering / Technical jobs