Service and Maintenance Administrator

**1. **Purpose**

To administer the rental process and maximize revenue by serving and supporting the customer through telephonic gathering of data and providing expert advise, to provide quotations and follow up support and administer the rental process.

To coordinate with technicians to ensure machine uptime and availability and to coordinate with drivers to deliver and collect rental equipment efficiently.

To ensure accurate and timeous delivery of customer invoices and statements and collection of customer’s debtors book.

**2. **Key performance areas**

**2.1 **Hire Desk Trading

**2.2 **Logistics Coordination

**2.3 **Service and Maintenance Administration

**2.4 **Commercial Administration

**3. **Organizational Structure**

**4. **Delegation of Authority**

List the levels or reference the relevant documents

**5. **Predictive Index (PRO)**

**6. **Role**

The incumbent is responsible for the following:
Performance Area

Responsibility

Ref:
Hire Desk Trading
- Create, send and convert customer quotes.
- Ensure customers understand Terms and Conditions of hire.
- Ensure the accuracy of delivery venue and rental details.
- Follow up on queries, quotations and current orders.
- Manage rental off hires.
- Communicate with and assist Sales Reps where necessary.
- Improve Net Promoter Score (CSI).
- Ensure company policies and procedures are adhered to within the branch.
- DieselLogistics Coordination
- Plan deliveries and collections as per customer request.
- Communicate delivery and collection plans with drivers
- Ensure the vehicles (trucks and bakkies) are inspected dailyService and Maintenance Administration
- Plan and distribute job cards.
- Ensure maintenance cycles are correct and maintained.
- Ensure customer is informed regarding breakdown progress and query resolution.
- Planning of technicians so SLA’s on breakdowns and maintenances so as to avoid SLA breach.
- Record items, hours and counter readings from job card.
- Raise purchase requisitions and communicate purchase order numbers with suppliers as well as follow up on outstanding payments.
- Order spares as per minimum stock levels.
- Monthly stock take of technician vans as well as main warehouse.
- Ordering and issuing of PPE.Commercial Administration
- Follow up on expiring customer purchase orders.
- Managing COD orders and pro forma invoices
- Daily (anniversary) and monthly invoicing - ensure the correct rates and dates are billed to minimize credit notes.
- Ensure that the customer receives all outstanding invoices timeously.
- Manage the debtors book and attend to customer requests and queries.
- Allocate payments to accounts.
- Mitigate risk by identifying problematic accounts and blocking these accounts from trade. The blocking of accounts must be communicated to the sales team.
- Visit customers immediately should a customer account fall into arrears status.General
- To ensure that a professional image is always projected.
- To ensure that the quality of service that Eazi Access Rental provides and the satisfaction of its customers, are treated with the utmost importance at all times.
- To ensure that all duties within the branch are carried out safely and in accordance with all company and legal requirements.
- To ensure that confidentiality in all Eazi Access Rental matter is maintained**7. **Deliverables**

**Deliverable**

**Format**

**Before**
- Ensure quotes are followed up within standard time frame.
- Customer purchase orders are followed up to ensure an up to date purchase order is loaded in the system.
- Timeous delivery and collections.
- Accurate yard check.
- Accurate machine status and location.
- Parts issued to job cards.
- Diesel top ups captured on orders.

**7.1 Daily**

**Deliverable**

**Format**

**Before**
- Quote conversion percentage.
- Up to date purchase requisitions and orders (i.e. approved requisistions converted to orders, follow up with suppliers of receipt of purchase orders as well as estimated delivery date, good received into system and sent to Head Office for invoice processing, etc.)

**7.2 Weekly**

**7.3 Monthly**

**Deliverable**

**Format**

**Before**
- Store and van stock count
- Accurate invoices generated and delivered to customer with statements
- Bi-monthly follow up with customers on outstanding monies

**8. **Skills and Education**

**KPA**

**Skill**

Hire desk trading

1. Advanced telesales

2. Develop and maintain strong customer relationships

3. Able to communicate, verbally and in writing, in both English and Afrikaans.

4. Lead customer conversation to advance the sales function

Logisition coordinations

1. Strong planning and coordination skills

2. Ability to delegate delivery and collection instructions to truck drivers

Service and maintenance administration

1. Strong planning, coordination and prioritization skills when dealing with services, training and customer breakdowns.

2. Always keep safety as highest priority

3. Ability to delegate breakdowns and