Technical Co-ordinator - Alberton, South Africa - Fidelity Services Group
Description
PURPOSE:
The aim of a Technical Co-ordinator is to book, schedule and co-ordinate service calls.
Key Performance areas:
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Booking Service Calls:
- Answering all incoming telephone calls in an efficient and professional manner
- Arrange service requests in accordance with ADT policy and clients needs
- Ensure that all information given by the client corresponds with the information on the Technical system.
Co-ordinate Technicians
- Print and distribute Technicians with work schedules daily
- Call clients to let them know that the Technician is on his way
- Record the Technicians daily whereabouts and take corrective measures should the technician's work schedule need to be amended (taking times
- Booking emergency calls for standby Technician to do after hours and ensure that the Technician and the control room are aware of the calls by means of a standby sheet and cc the standby Manager.
- Assisting Clients on an ongoing basis.
- Forward all client requests and relevant information to dealers, franchises, ADT Branches and Subcontractors and other departments
- Rebook to be done and up to date daily
- Outstanding invoices to be collected daily
Invoicing
- To collect all completed job cards/invoices after managers have signed them off
- Capture all relevant invoicing details onto the technical system
- Prepare to invoice documentation and despatch to admin and finance timeously
Client Liaison
- Assist with any problems or complaints
- Give full feedback to clients where necessary
- Courtesy SMS's daily
- Reminder SMS's daily
General
- Have knowledge about all facets pertaining to your position
- Attend all required meetings and training sessions
- Keep your workstation/office neat and tidy at all times
- Not abuse company telephone for private calls
- Filling, faxing, ordering of stationery and all other office duties
- Adhere to shift roster and office hours
- Assisting with other adhoc tasks, analysis and projects as and when required by Management
Standing Operating Procedures
- Ensure that the disciplinary code is adhered to at all times
- Standing Operating Procedures must be upheld
- Meeting and keeping on agreedupon targets
- Meeting and keeping on agreedupon targets
- High standard of service must be upheld
- Ensure SOX compliance at all times
- Ensure that the Big 5 principles are upheld at all times
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