Technician - Cape Town, South Africa - Faac group

Faac group Cape Town, South Africa

4 days ago

Full time

Description

Main Responsibilities:

Maintaining a friendly and organised customer service environment and ensuring that client queries are handled accurately in a professional manner and that you are presentable at all times.
Assisting with technical support provided by the department, both telephonic and at the counter.
Responsible for the mechanical and electronic testing and repairing of all products supported by Centurion.
Ensuring that all equipment repaired and tested performs in their original state and to our quality standard.
Logging all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assisting the Production and R&D department in establishing of failure trends and suggesting possible improvements to our product(s).
Assisting with the designing and improvement of test jigs to improve our service capabilities.
Responsible for the capturing of SAP and or CRM transactions during the service and repair processes.
Assisting when necessary with other ad-hoc duties; i.e. training, updating of technical data, exhibitions, site support, the testing of new products, special site requirements.
Managing optimal relationships with the client base, ensuring that the needs of the client come first.
Maintaining the highest level of neatness and adhered to all Occupational Health and Safety standards.
Responding to incoming technical support queries via all contact channels (live chat, calls, Zoho desk email tickets).
Ensuring that written communication is responded to within the specified SLA's for each channel.
Ensuring that all communication with our clients is of the required quality as outlined in the department's QA script.
Capturing all relevant information on inbound calls (Zoho desk interaction logging)

Qualifications and other Requirements:

In possession of or studying towards N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering)
Good knowledge and understanding of electronic concepts
Displays good practical ability
Must have extensive knowledge of all Centurion products.

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