Installation and Services Technician

6 months ago

Cape Town, South Africa TallOrder Full time

TallOrder Point of Sale is seeking an experienced Installation and Service Technician to join our team in Cape Town. Reporting to the Professional Services Manager, the Installation Technician will play a crucial role in providing exceptional service to our customers.
As Installation and Service Technician you will need to manage your customer installations as well as training and service requests from quote generation to closure and sign off.

**KEY AREAS OF RESPONSIBILITY**:
Responsibilities include (but are not limited to):

- Meet and exceed service and installation targets.
- Follow up on professional service leads to secure orders with these prospects.
- Prospecting and signing service orders with guidance from the Professional Services Manager.
- Sourcing professional services opportunities through customer meetings and retention calls
- Capturing calls and quotes on our customer relationship software.
- Follow up on quotes and customer needs regularly.
- Ability to explain and demonstrate the TallOrder feature set.
- To be able to explain the advantages of the unique features within the software.
- Relationship building.
- Produce monthly service reports.
- Communicate important feedback from customers internally.
- Interact with the sales team to understand the customer requirements prior to installation.
- Interact with customers to provide information, process inquiries, address concerns, and fulfil requests related to hardware and software.
- Conduct training sessions for customers on the use of hardware and software.
- Ensure that the client is properly trained before signing off on an installation.
- Follow installation procedures meticulously and ensure all administration and supporting documents are completed and filed.
- Provide support to customers throughout their business operations when required.
- Support will require you to assess and analyse the root cause of issues, gather customer information, and determine the appropriate solution.
- Identify and escalate priority issues as per client specifications.
- Adhere to standard processes and procedures.
- Promptly escalate any challenges experienced to the Professional Service Manager.
- Regularly report back to the Professional Services Manager as required.
- Stay up to date with software and hardware changes as well as enhancements.

**ADDITIONAL DUTIES & RESPONSIBILITIES**:
The above statements describe the general nature and level of work performed in this job. They are not intended to be an exhaustive list of all duties and indeed additional responsibilities may be assigned, as required.

**KEY ATTRIBUTES AND REQUIREMENTS**:

- Must have own reliable transport
- Must have a valid driver’s license
- Must have a Matric certificate and basic IT knowledge
- Must be able to work for extended periods of time
- Position requires patience
- Position requires an analytical and positive thinker
- Must be presentable and well-spoken
- Hospitality and / or Retail experience will be beneficial
- Strong communication and networking skills
- Excellent organisational and time management skills
- Outstanding interpersonal and leadership skills
- Excellent presentation skills
- Critical thinker and problem solver

**EFFECTIVE DATE**:
Immediately

**REPORTING TO**:
Professional Service Manager

**LOCATION**:
This position is a full-time position based in Cape Town, which offers plenty of opportunity for remote work, with the head office based in Paarl.

**COMPENSATION**:
Basic salary plus commission.

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