Job Title: Aftersales and Continuous Support Engineer

Location: Benoni

Overall Purpose of the Position: We are seeking a dedicated and detail-oriented Aftersales Support Specialist to join our team. The successful candidate will support the Aftersales Manager in both technical/engineering and administrative tasks. Key responsibilities include managing aftersales and site service records, handling customer complaints and inquiries, coordinating team activities, and providing administrative support to the Spares & Site Services department.

Key Responsibilities:

1. Technical and Administrative Support:

   • Manage aftersales and site service records and databases.
   • Handle customer complaints and inquiries.
   • Coordinate the aftersales team's activities.
   • Provide general administrative support to the department.

2. Performance Monitoring:

   • Monitor and report on key performance indicators.
   • Make recommendations to improve aftersales processes.

3. Strategy Development:

   • Assist in the development and implementation of strategies to improve aftersales and site services.
   • Enhance client satisfaction.

4. Cross-Departmental Collaboration:

   • Work closely with sales, marketing, and engineering to identify client needs and develop solutions.

5. Team Management:

   • Manage a team of aftersales administrators.
   • Provide guidance and training to team members.
   • Oversee the processing of warranty claims and returns.

6. Data Analysis and Relationship Management:

   • Analyze client data to identify trends and opportunities for improvement.
   • Develop and maintain positive relationships with key clients and suppliers.

Qualifications:

• Academic: Bachelor’s Degree in Mechanical Engineering or related field; or qualifications in engineering, sales, technical assistance, business administration, or similar fields.
• Vocational/Technical: Technical Diploma in Engineering, Project Management, or Sales/Business Administration.
• Experience: Four or more years in engineering/project engineering and aftersales or customer services, ideally in an OEM engineering and fabrication environment.

Essential Skills and Knowledge:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• In-depth technical knowledge relevant to the engineering industry and aftersales support.
• Proficient in Microsoft Word, Excel, and Microsoft Project.
• Familiarity with engineering software and tools.
• Knowledge of industry-specific regulations and standards.
• Leadership and team management skills.
• Ability to manage client relationships and provide excellent customer service.

Performance Deliverables:

• Customer Service: Manage client inquiries and complaints, coordinate with other departments, and maintain strong client relationships.
• Administrative Support: Maintain records and databases, coordinate team activities, and prepare reports.
• Sales Support: Process orders, ensure timely delivery, and collaborate with the sales team.
• Team Management: Supervise and train team members, conduct performance evaluations, and implement training programs.
• Reporting and Analysis: Monitor and report on KPIs, analyze data, and make recommendations for improvements.
• SHERQ Compliance: Ensure adherence to quality, safety, health, and environmental policies and procedures.

General:

• Execute additional tasks within your field of expertise as instructed by management.
• Prioritize tasks related to external clients.
• Comply with health and safety measures and report any risks.

Apply Now: If you are a motivated professional with a passion for aftersales support and a drive to enhance client satisfaction, we encourage you to apply for this exciting opportunity.