Technical Support Coordinator

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.An exciting opportunity exists within our team for a Technical Support Coordinator within our Meadowdale team.Line Manager: National Call Centre ManagerJob Specification:KEY PERFORMANCE AREAS:Fielding Customer CallsAssist Customers (internal or external) in a professional friendly and effective mannerResolve Customer calls telephonically, using Technical skills, experience and Q CardsEmail these resolved calls to the customer and keep a record of these callsOpening job cards in SAP, ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recordedResponsible to follow up on open job cards (updates, returns etc.)Capture relevant and accurate information on the job card which will assist the service technician when preparing for his call.Managing Field Service CallsTracking Technician progress throughout the day by monitoring incoming completed callsMonitor incoming calls throughout the day and route to available technicians where possibleRerouting Technicians and/or calls in order to ensure all calls will be completed without "over utilizing" a technicianMonitor incoming calls to ensure technician comments are accurate and complete.Reroute all updates/Returns for the following dayInform Customers when we cannot meet our deadlines or attend to their calls timeouslyCoordinate Installations and Upliftments with sales departmentSparesLiaise with stores to ensure outstanding job cards due to spares waiting get resolved and escalate to managementQUALIFICATIONS AND EXPERIENCE: 3 years' experience in a technical administration and customer focused roleTechnical Repair experience will be advantageousField Service Experience will be advantageousMinimum grade 12Equipment Specific & coffee course will be advantageousKNOWLEDGE REQUIRED:Computer Literacy - Microsoft applicationsExposure to ERP systemsCOMPETENCIES: Meeting DeadlinesAttention to detailPlanning & OrganisingKeeping CommitmentsDocumenting FactsBuilding RelationshipsStaying ComposedWorking together
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