Job Description

Job title: (Field Technician)
Reporting to: (Area Supervisor)
Itec Company: ISA
Location: (Travelling between sites- YES)

Purpose of the position

Responsible for the service and repairs of ITEC OA equipment. Builds customer relationships, through good service delivery to all ITEC clients. Ensures that all equipment is in an optimal condition. Ensures he meets expectation on key performance measurable. Pro-actively plans installations, repairs and maintenance to ensure efficiencies and customer satisfaction.

Responsibilities & duties

• Demonstrates business sense – is aware of the role good service delivery impacts the business- and applies this knowledge to the customer base to ensure that service delivery is up to standard.
• Displays a practical understanding of the Company strategy and how functional business structures, levels of work, reporting lines, systems and work processes support these objectives.
• Demonstrates an understanding of our Service Contracts and Service Level Agreements.
• Demonstrates knowledge of and adheres to internal best practices for standard operational service practices, processes and procedures.
• Has a command of the business language to consider and ask relevant questions.
• Displays an excellent understanding of OA products – this includes a knowledge of product differentiators, how products impact the existing IT client platform and how client systems can be enhanced.
• Displays an understanding of the IT infrastructural framework and the features of core technology applications to test, evaluate and diagnose the effectiveness of systems.
• Stays up to date with OA innovations and IT initiatives that will impact the installation, maintenance and repair of OA and allied products to ensure that the best solution is delivered to the customer.
• Ensures customer satisfaction levels/ demands are met and informs his manager of any concerns.
• Ensures that service calls are attended to within the response times and to ensure that service levels are optimal.
• Actively develops and maintains loyal customer relationships through good customer service.
• Improves on problem areas identified in the Galaxy Program, spot checks and monthly reports.
• Reports on CRM/Resco issues and the daily monitoring of calls on your tablet.
• Reports any problematic machines or clients and make sure his area is always running at an optimal level .
• Reports any re-occurring problems and discontinued models etc. to the Service Supervisor/ Service Manager for further action.
• Reports all devices that are due for upgrade.
• Provide daily feedback on dispatch board.
• Action a minimum of 6 calls per day to ensure everything is running smooth and also to ensure the monthly target is met
• All devices must run at full potential (copy, fax, scan, user codes and print)
• Ensure all devices are kept up to date within the latest software
• Ensure Sentry and FM Audit connection is always working and also syncs to the Itec dashboard
• Handling all escalated service queries to the Service Supervisor and the following up thereof
• Make sure all parts and toner orders are complete, submitted within the given timeframe and checking up on queries raised by the Service Supervisor or Service Controller
• Follow up on all outstanding orders (Service & Consumables) pending and feedback to customer on a daily basis
• To ensure Print Director; User Authentication; Secure printing etc. is running at all times and should be able to do the necessary troubleshooting when needed
• Checking for updates and solutions on FTP- and CSES sites
• All Itec devices must be branded in the correct way (Itec logo on screen; service stickers)
• Displays a good understanding of OA products-this includes a knowledge of product differentiators, how products impact the existing IT client and how client systems can be enhanced
• Inspires others to action by translating the ISA vision and DNA into day to day activities.
• Lives and models the ISA vision and DNA, through his interaction with the clients and maintenance of their machines.
• Promotes the DNA by assisting with service delivery in areas other than their own.
• Challenges behaviour within ISA that violates the vision and DNA.
• Ability to be precise and systematic in working with relevant detail- CRM submitting and closing calls, with the necessary detail attached
• Ability to implement good service practices
• Able to assess the clients’ needs and adapt to the relevant situation
• Capacity to work individually or as a team to solve problems- Escalations to be communicated through to the Supervisor accordingly
• Capacity to plan daily calls and co-ordinate daily to ensure that SLA’s are met and service levels are at an optimum level- average on a minimum of 5calls per day
• Able to provide the customer with a solution, that is keeping with ISA DNA and required service level.
• Able to keep the client machines fully functional for the duration of the contract.
• Monitors Sentry CSRC/ FM Audit and the dashboard to ensure the data syncs.
• Little logbook submission and updating ODO reading once a week before the logbook report gets submitted to the Service Manager.

Qualifications

Essential qualifications

• Matric
• A+
• N+

Desirable qualifications

• Microsoft Office

Work experience & skills

Essential experience

• Minimum of 2-3 years Workshop experience
• Minimum of 4 years Field experience

Desirable qualifications

• Industry knowledge essential of at least 3 years working in the field.
• Relevant Product training and Outward certified.

Personal qualities & behavioral traits

• Good written and verbal communication skills are essential
• Focus on attention to detail
• Should be mobile with a valid car license

Job Description

Job title: CSOC Administrator / Service Controller
Reporting to: CSOC Admin Team Leader
Itec Company: ITEC Integrate
Location: ITEC Head Office

Purpose of the position

The job of a CSOC administrator involves a variety of responsibilities that ultimately help lead to greater customer satisfaction by solving customer issues, complaints and enquiries; keeping customer satisfaction at the core of every decision and behavior.
Capturing Cases in our CRM systems and quoting and billing accordingly.

Responsibilities & duties

• Log cases in relevant CRM system.
• Respond to client’s emails in precise, systematic and rule-oriented manner – 45minute timeline.
• Managing work – follow up on quotes daily.
• Responsible for the capture and managing of tasks within the relevant CRM system for all technical resources on a daily
  basis.
• Responsible for scheduling of technical resources on system and on Outlook calendar and via constant communication
  with the technical team leaders and/or Project Manager and Customers.
• Manage remote support calls by following up with the technical team.
• Analyze service reports as and when they come in and determine if any further action needs to take place, what stock
  was utilized and ensure that job is invoiced accordingly.
• Daily follow up on previous days tasks to ensure that all tasks were completed and compare Outlook calendar to service
  order books (per technical resource) to ensure that all job cards are received in sequence order.
• Responsible for the processing of RMA items received and returned, returning to supplier for replacement/warranty,
  quoting customer if not under warranty, arranging for collection for replacement stock from supplier and arranging for
  replacement stock to be returned and installed at customer.
• Responsible for the creation direct billing invoices and/or of service quote and conversion of quote into invoice on
  relevant billing system as and when required.
• Responsible for closing off tasks in relevant CRM system after billing has been done in relevant billing system.
• Perform load scheduling/planning for technical resources, together with the Project Manager, based on area, efficiency
  and best possible outcome to service customer.
• Continuous review of planned vs actual routing to balance technical resource workloads and ensure productive use of
  resources.
• Liaise between Account Manager. Customers, warehouses and technical resource to ensure all calls are resolved within
  efficient timeframes and to meet deadlines.
• Perform ongoing evaluation, review and escalation of ongoing service delivery issues as and when needed.
• Responsible for ensuring continuous improvement in response times and service quality and ensure best operating
  practices.
• Assist in the Identification and implementation of planning tools and systems.

Qualifications

Essential qualifications

• Matric.
• Computer literate in MS Office.
• Microsoft Excel (Basic).
• Qualification and/or 2 to 3 year working knowledge on Pastel Partner.
• 2 to 3 year working knowledge working with CRM software an advantage.

Desirable qualifications

• Admin certificate / Diploma / Degree
• Knowledge and/or experience with Microsoft CRM and Dynamics will be advantageous

Work experience & skills

Essential experience

• 2 years working experience in the CCTV, Access Control, Telephony and Infrastructure industry an advantage.

Personal qualities & behavioral traits

• Organized.
• Excellent communication skills.
• Ability to keep manager informed when needed but takes initiative to expedite problems on their own.
• Ability to deal with Stress.
• Strong administrative skills.
• Excellent quality of work.
• Team player.
• Pay attention to detail.
• Building customer loyalty.
• Quality orientation.