PURPOSE: The aim of a Technical Co-ordinator is to book, schedule and co-ordinate service calls.
Key Performance areas
Booking Service Calls:
Answering all incoming telephone calls in an efficient and professional manner
Arrange service requests in accordance with ADT policy and clients needs
Ensure that all information given by the client corresponds with the information on the Technical system.
Print and distribute Technicians with work schedules daily
Call clients to let them know that the Technician is on his way
Record the Technicians daily whereabouts and take corrective measures should the technician's work schedule need to be amended (taking times
Booking emergency calls for standby Technician to do after hours and ensure that the Technician and the control room are aware of the calls by means of a standby sheet and cc the standby Manager.
Assisting Clients on an ongoing basis.
Forward all client requests and relevant information to dealers, franchises, ADT Branches and Sub-contractors and other departments
Rebook to be done and up to date daily
Outstanding invoices to be collected daily
Email to supervisor and manager of all calls still to be done before leaving at COB
To collect all completed job cards/invoices after managers have signed them off
Capture all relevant invoicing details onto the technical system
Prepare to invoice documentation and despatch to admin and finance timeously
Assist with any problems or complaints
Give full feedback to clients where necessary
Courtesy SMS’s daily
Reminder SMS’s daily
Have knowledge about all facets pertaining to your position
Attend all required meetings and training sessions
Keep your workstation/office neat and tidy at all times
Not abuse company telephone for private calls
Filling, faxing, ordering of stationery and all other office duties
Adhere to shift roster and office hours
Emails to be processed daily (up to date by COB)
Assisting with other ad-hoc tasks, analysis and projects as and when required by Management
Standing Operating Procedures
Ensure that the disciplinary code is adhered to at all times
Standing Operating Procedures must be upheld
Meeting and keeping on agreed-upon targets
Meeting and keeping on agreed-upon targets – performance
High standard of service must be upheld
Ensure SOX compliance at all times
Ensure that the Big 5 principles are upheld at all times
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.
Fidelity Services Group (Pty) Ltd supports the global fair practice and business ethics on the continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.