Job Description

Summary: We are seeking an After-Sales Technical Support Specialist with a strong technical background in Foodservice Equipment.This role will involve providing both technical support and after-sales service and will focus on ensuring seamless service delivery, technical troubleshooting, and client relationship management, while driving departmental efficiency, growth, and continuous improvement.Reports to: Technical After Sales Manager
Location: Stikland, Cape Town
Schedule: Monday Thursday 08:00-16:30 & Fridays 08:00 -16:00
Salary: Market related and commensurate with experienceResponsibilities:General Department Management:

• Oversee and organise the technical and after-sales functions, ensuring efficient operations.
• Manage the workshop and after-service departments, including staff and resource management.
• Provide guidance by ensuring that processes and guidelines are followed, and systems are implemented and maintained.
• Ensure optimal productivity and efficiency across the department by planning, organizing, and driving performance improvements.
• Monitor and manage department costs, reduce waste, and ensure cost-effective operations.
• Communicate, arrange, set up, and maintain relationships with third-party agents across South Africa to build a national network for service provision.

Sales & Client Services:

• Support the sales team by providing technical expertise during the sales process.
• Respond to client queries, offering technical advice and troubleshooting via email, phone, WhatsApp, and in person.
• Prepare and issue quotes, invoices, and manage payments (cash, EFT, credit card).
• Assist clients in the showroom or remotely by offering product demonstrations, needs analysis, and technical guidance.
• Build and maintain strong relationships with distributors, end-users, and clients to ensure ongoing customer satisfaction.
• Train and advise clients, technicians, and team members on equipment use, maintenance, and best practices.

After-Sales Operations:

• Manage and prioritize the repair queue, ensuring timely resolution and high-quality service.
• Coordinate call-outs for on-site repairs and maintenance, following up on service completion and ensuring standards are adhered to.
• Perform fault diagnosis, repairs, and installations on-site, remotely, or at customer premises.
• Oversee the procurement and management of spare parts, tools, and workshop consumables to ensure availability and efficient use.
• Ensure that all repair-related administration, including job cards, quotes, invoicing, and status updates, is completed accurately and on time.
• Ensure all after-sales operations align with company processes and best practices.

Technical Support & Advisory:

• Provide clients with expert technical advice on equipment usage, maintenance, troubleshooting, and repairs.
• Assist the sales and technical teams with technical support and queries.
• Communicate effectively with suppliers regarding technical questions and spare parts.
• Ensure all department-related guidelines, processes, and systems are implemented and maintained to achieve consistent high standards of service delivery.

Key Metrics & Reporting:

• Keep detailed records and reports on work completed, trends, and stock of spare parts.
• Track key performance indicators (KPIs) and department metrics, ensuring continuous improvement and high service levels.
• Report on inventory management, cost control, repair turnaround times, and client satisfaction.

Requirements

• At least 5 years of technical experience with catering equipment.

• Strong administrative and computer skills (Emails, Word, Excel, DEAR or other Inventory systems).
• Fluent in English (knowledge of Afrikaans or an African language is advantageous).
• Valid South African drivers license.
• Experience in catering equipment sales or technical support - advantageous.
• N3 in Electrical Engineering or qualification as a Refrigeration Technician - advantageous.

Competencies:

• Strong communication skills.
• Excellent interpersonal and relationship-building abilities.
• Strong leadership skills, with the ability to make informed decisions and provide guidance.
• High level of initiative and decision-making skills, aligned with departmental goals and business strategy.
• Strong organizational skills with a focus on attention to detail and adherence to processes.
• Self-motivated, able to work independently and manage multiple tasks in a fast-paced environment.
• Ability to train and develop others to improve overall team performance.

About Us:
Our client is a tight-knit team based in Stikland, committed to providing top-quality food service equipment to businesses across South Africa. The company operates in a fast-paced, ever-evolving industry, valuing teamwork, integrity, and client satisfaction.How to Apply:
If you meet the above requirements and are ready for this exciting opportunity, submit your CV.

InvisionHR