POSITION OVERVIEW

Reporting to the Warehouse and Customer Services Manager, the incumbent will be responsible for providing technical support for all instruments that is distributed and sold by AEC Amersham.

KEY PERFORMANCE AREAS

Technical Support

• Schedule appointments and visit customers to service and repair equipment.
• Service products involving: Repairs and Preventative Maintenance visits.
• Consistently meet and exceed customer expectations.
• Conduct pre-delivery checks on instrumentation, where applicable, prior to delivering to customers.
• Provide technical telephonic and customer walk in support.
• Provide technical assistance, consultation and problem solving to customers as necessary.
• Arrange and handle operations equipment (Tools) necessary for completion of Job requests as per maintenance/servicing procedures.
• Study blueprints, schematics, manuals, and other specifications to determine installation procedures.
• Deliver demonstration products and stock to customers when necessary.
• Accompany sales team as and when required for equipment projects.

Administration

• Prepare quotations.
• Follow-up on quotations/ pro-forma invoices.
• Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
• Submit reports to Warehouse & Customer Service Manager weekly.
• Update Outlook electronic calendar and Activity reports on a daily basis.
• Submit weekly Expense reports on a timely basis.

Stakeholder relations and customer service

• Build and manage relationships between AEC-Amersham personnel, customers, and relevant suppliers.
• Consult with customer and supervisor to plan/ schedule planned Jobs.
• Follow up on completed jobs and Key Accounts sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved
• Manage conflict/complaints in an effective and professional manner.
• Ensure customers are kept abreast with regards to any changes in the products they are using or changes involving the company.
• Ensuring customer satisfaction in all aspects of services provided.
• Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
• Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
• Proactively generate leads for service opportunities and new instruments when at customer sites.

 Compliance

• Attend quarterly compulsory SHEQ meetings.
• Meet the company’s safety targets.
• Prepare the necessary SOP’ required for the department.
• Adhere to company’s SOPs.
• Ensure to follow manufacturer’s requirement for servicing and repairing equipment.
• Investigate customer complaints within AEC timelines and provide feedback.

PERSON PROFILE:

• To always behave in a professional manner, reflecting and maintaining the values and ethos of the organization and generating a positive image of the organization and to adhere to all the organization’s policies and procedures.

PROFESSIONAL SKILLS AND KEY COMPETENCIES

• Technical / professional competence
• Analytical thinking and attention to detail
• Problem solving
• Focus and alertness
• Physical stamina
• Learning agility (includes learning potential
• Anticipating and managing change
• Action orientation and decisiveness
• Adaptability / flexibility
• Assertiveness
• Time and self-management
• Attention to detail.
• Very good data capturing skills.
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills
• Coordination skills

THE PERSON SHOULD DISPLAY THE FOLLOWING ATTRIBUTES:

 Administrative

• The ability to perform the administrative functions attached to a specific job such as correspondence, documentation management and general administration.

Communication:

• The ability to communicate effectively and efficiently at all levels in the organisation and regional clients.

Computer literate:

• The ability to utilise the correct computer software and the relevant functionality applicable to the outcomes required.

Problem solving:

• The ability to apply the principles of problem-solving techniques to identify and resolve a problem in the best interest of all stakeholders, e.g Customer requirements adherence and Customer Complaints resolution.