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Senior Technical Service Administrator

2 months ago

Germiston, South Africa BSMG Investments Full time
Job Description
The overall purpose of this position is to ensure that the OEM and appointed ASPs day to day requirements are managed professionally at the expected SLAs. All repair process flow, warranty claims compensation are well to the customers, making the company the distributor of choice in order to help grow the business and increase service revenue. Maintain monthly spare parts system pricing, taking into account ROE, OEM pricing changes and landed cost activity. This person has full accountability and responsibility to ensure all RMAs and warranty claims are processed on time. All related software, application and firmware update training as well as ensuring customer support is covered by yourself and the national service team. This person will have a proven track record of strong presentation, training and communication skills.

Requirements
  • Matric
  • 5 - 7 years administration experience in a customer service center environment.
  • Call center activity monitoring and supervisory experience.
  • Previous handling of Firm ware, software and product application knowledge with OEMs an advantage.
  • Previous experience working with RMA claims portals.
  • Experience with spare parts cross boarder logistics, customs clearance and duties handling.
  • Experience in ASP portal onboarding, setup and management, handling closed loop escalations and product-related queries is a must.
  • Product knowledge Epson, Argox, Honeywell, Data logic.
  • Strong presentation skills.
  • Computer literate.
  • Proven Advanced Microsoft Excel skills are essential.
  • KPI results driven with a workshop repair center background.


Requirements
· Technical diploma or degree · Sales courses/diploma or continuous development · PV system design, including string sizing, inverter specification · 3 years' experience in Key Accounts Management and Solar PV technologies