Asd Support Consultant Sales

2 weeks ago

Edenvale, South Africa Motus Corporation Full time

This role’s core function is to support the business in regard to Aftersales functionality within the IMS/DMS. Knowledge transfer to team members.

**Overall - Daily, Weekly and Monthly**:

- Daily system checks (Early Morning)
- Daily time management and call resolutions
- Regular management feedback on all areas of work
- Customer support via telephone
- Be alert to logs and escalate same problem tickets timeously
- P1 tickets - immediate assistance and escalation where required
- Responsible for follow up on ageing tickets
- Attention to detail of tickets including correct signed off forms
- Follow policies and procedures in place by management
- Escalation and re-allocation of tickets to other departments via Team Leader
- Escalation of tickets to Vendors via Team Leader
- Follow policies and procedures in place by management
- Escalation and re-allocation of tickets to other departments via Team Leader
- Escalation of tickets to Vendors via Team Leader
- Should be able to work under pressure according to deadlines
- Offer assistance to colleagues
- Promote team culture
- Monthly and weekly price files
- Labour rate updates
- Stock take management
- Possible site visits from time to time without impact on tickets
- Cross train and upskill peers
- Training business users when required

**Position Overview**:
This role’s core function is the support business in regard to Aftersales functionality within the IMS/DMS. Knowledge transfer to team members.

**Specific Role Responsibilities**:
**Overall - Daily, Weekly and Monthly**:

- Daily system checks (Early Morning)
- Daily time management and call resolutions
- Regular management feedback on all areas of work
- Customer support via telephone
- Be alert to logs and escalate same problem tickets timeously
- P1 tickets - immediate assistance and escalation where required
- Responsible for follow up on ageing tickets
- Attention to detail of tickets including correct signed off forms
- Follow policies and procedures in place by management
- Escalation and re-allocation of tickets to other departments via Team Leader
- Escalation of tickets to Vendors via Team Leader
- Follow policies and procedures in place by management
- Escalation and re-allocation of tickets to other departments via Team Leader
- Escalation of tickets to Vendors via Team Leader
- Should be able to work under pressure according to deadlines
- Offer assistance to colleagues
- Promote team culture
- Monthly and weekly price files
- Labour rate updates
- Stock take management
- Possible site visits from time to time without impact on tickets
- Cross train and upskill peers
- Training business users when required

**Qualifications and Experience**:
Qualifications and experience required
- Matric & IT related Degree/Diploma
- 5 years experience in the Motor Industry trade and dealership in the Aftersales (parts/workshop) field would be beneficial
- Strong analytical, problem solving and critical thinking skills
- Strong in Excel
- Understanding and experience in working on a support desk platform

**Skills and Personal Attributes**:
Key Skills and Attributes required:

- Be able to work in a team and communicate efficiently with team members, team leaders, management and business users
- Multi-tasking and time-management skills, with the ability to prioritize tasks
- Highly organized and detail-orientated
- Ability to work in a complex multi-faceted and fast paced organization
- Ability to work well under pressure

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