Aftersales Support Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa Telebest Full time
Aftersales and Continuous Support Engineer

Telebest is 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:
  • 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.

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