Installation Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa VHRS Full time
System Installation Manager Job Description

We are seeking an experienced Installation Support Specialist to join our team at VHRS in Cape Town, South Africa.

Job Summary:

The successful candidate will be responsible for managing and supporting the installation process of our systems at client sites. This individual will serve as a primary point of contact for our installers, ensuring they have everything they need to succeed and facilitating the smooth execution of on-site installations.

Main Responsibilities:

  • Primary Focus: Installation Management & Support
    • Manage the installation schedule, workflow, and address any questions or roadblocks proactively.
    • Develop strong working relationships with installers to provide the necessary support for smooth project execution.
    • Ensure stock and travel needs are arranged ahead of time.
    • Provide remote assistance to installers, ensuring they are en route, escalating delays to the Operations Manager, and working with the customer success team to resolve any client-side issues.
    • Coordinate the installation process, including system check-ins, workspace setup, inventory cross-checks, and signing off on primary carts.
    • Oversee project deadlines, escalate issues or challenges, and work to mitigate delays. Perform final system checks in collaboration with technicians and ensure installations are completed properly.
    • Close projects by logging any outstanding tasks, loading expenses, cleaning up systems, and sending site visit reports.
    • Provide remote troubleshooting for technical issues faced by installers and escalate any low voltage or technical challenges to the technical team. Ensure solutions are implemented to keep the project running smoothly.
    • Accurately log and update tasks, projects, and client interactions in the CRM system, ensuring data integrity for effective reporting.
  • Secondary Focus: Hardware Configuration & Support
    • Configure mobile phones, tablets, PCs, and GPS devices with the correct software and settings prior to customer shipping.
    • Test, repair, and refurbish faulty hardware returned by clients, following the Return Material Authorization (RMA) process for warranty items.
    • Roll out firmware and application updates to ensure that devices perform optimally and troubleshoot any hardware issues that arise.

Requirements:

  • Computer Literacy: Proficient in using technology and comfortable working with CRM systems.
  • Strong Organizational Skills: Ability to manage multiple tasks, schedules, and resources efficiently.
  • Customer-Centric Approach: Fully embody the 'A customer's problem is my problem' mindset and proactively solve issues.
  • Collaboration & Teamwork: Excellent communication skills and ability to work effectively with peers, installers, and management to drive success.
  • Attention to Detail: Focus on accuracy in task execution and project management, ensuring the integrity of data for reporting purposes.
  • Effective Time Management: Ability to prioritize and manage workload to meet business deadlines and project milestones.
  • Adaptability: Able to handle changing circumstances and unexpected challenges with professionalism.
  • Problem-Solving Skills: Strong critical thinking and troubleshooting abilities to identify and resolve operational and technical issues.
  • Leadership: Ability to guide teams and manage projects effectively.
  • Self-Motivated: Take initiative and be driven to complete tasks independently while adhering to processes and standards.
  • Professionalism: Maintain a positive, professional demeanor and appearance when interacting with colleagues and clients.

Estimated Salary: R300 000 - R400 000 per annum based on experience.

About VHRS:

VHRS is a forward-thinking technology company providing cutting-edge solutions to enhance operations across various industries. With a focus on improving efficiency, delivering superior customer service, and leveraging advanced technology, we create custom solutions that ensure optimal performance for our clients worldwide.

Working Hours:

Monday - Sunday, flexible hours & shifts. Shift times may change and are dependent on operational requirements. Work hours include working every second weekend.

Location:

Cape Town, South Africa.

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