Installation Support Administrator - Cape Town
Position summary
Introduction
Job description
§ Marketing of Tracker to both existing and prospective clients.
§ All the exceptions and urgent same day scheduling for the Western Cape Region
§ Support and liaison between the Sales, Installations and Tech support in HQ
§ Establishing building and maintaining relationships with our various partners.
§ Contract administration, feedback, and daily statistical reporting.
§ Ensure that Customer Service standards are maintained in a highly pressurized environment.
§ Provide service within the region as well as other departments/regions/staff within Tracker.
§ Meet / exceed targets.
§ Data Capturing.
§ Tech Support - Is responsible for the Tech efficiency and ensuring that all the bookings conform to the Scheduling aid. Will also take instruction from the IM about closing techs for projects, Annual & Sick leave and rebooking cancelled jobs.
§ Follow up leads/queries.
§ Scheduling fitments of Tracker units.
§ Liaising with technicians regarding appointments.
§ Rescheduling of appointments.
§ Checking / Maintaining high quality schedules.
§ Monitoring effective utilisation of Tracker technicians.
§ Outsourcing work to fitment centres.
§ Maintain local and regional Scheduling relationships.
§ Management of potential cancellations.
§ Taking ownership of all queries and calls taken and assisting the client within our SLA’s
§ Allocating of Prefit fitments to assigned Fitment Centres.
§ Arrange and coordinate same day fitments as per Dealer requirements.
Minimum requirements
Required Competencies:
§ Matric
§ Extensive knowledge of the Western Cape geographical area
§ MS office Knowledge (intermediate level in Excel)
§ Above average Customer Service skills
§ Ability to work under pressure
§ Ability to work within a team
§ Out of the box thinking skills
§ Excellent communication and organizational skills
§ Excellent service orientation
§ Time management