Parts Technical Support Representative

4 days ago


Johannesburg, South Africa Jobted ZA C2 Full time

An exciting role with a global brand has just opened up The opportunity is for a Parts Technical Support Representative with responsibilities including providing in-depth technical and commercial sales support to clients across multiple countries within the agriculture industry. Apply Now

Duties:

- Responds to all enterprise parts-related emails, phone calls, faxes and letters from dealers and end-user customers, on questions and problems regarding the website. Reports on parts website defects, suggests enhancements to developers and tests the fix. Provides advanced product/service information and responds to complex customer questions about the products/services.
- Responds to more advanced issue escalations promptly and appropriately; provides managerial approval as required.
- Identifies, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
- Provides fault isolation and resolution to limit and address issues promptly.
- Monitors team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
- Records and processes custom/special orders that may require additional resources for delivery and coordinates with those teams as required.
- Sets clear objectives for each sales call or meeting; uses standard materials to make a presentation to the customer; and asks relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
- Maintains and leads periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
- Looks for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization.

Desired:

- Dealer understanding, detail-oriented and organized individual
- Comfortable working in warehouse environment
- Degree/Diploma in Mechanical Engineering



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