A Technician

• Maintain a friendly and organised customer service environment and ensure that client queries are handled accurately in a professional manner and that you are presentable at all times.
• Assist with technical support provided by the department, both telephonic and at the counter.
• Responsible for the mechanical and electronic testing and repair of all products.
• Ensure that all equipment repaired and tested performs in their original state and to our quality standard.
• Log all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assist the Production and R&D department in establishing of failure trends and suggest possible improvements to our product(s).
• Assist 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.
• Assist 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.
• Manage optimal relationships with the client base, ensuring that the needs of the client come first.
• Maintain the highest level of neatness and adhered to all Occupational Health and Safety standards.
• Respond to incoming technical support queries via all contact channels (live chat,calls,zoho desk email tickets)
• Ensure that written communication is responded to within the specified SLAs for each channel
• Ensure that all communication with our clients is of the required quality as outlined in the departments QA script.
• Capture all relevant information on inbound calls (zoho desk interaction logging)

Minimum requirements:
In possession of or studying towards of N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering)
Good knowledge and understanding of electronic concepts
Displays good practical ability