Job Description

Job Title: Aftersales and Continuous Support EngineerLocation: BenoniOverall Purpose of the Position: We are seeking a dedicated and detail-oriented Aftersales Support Specialist to join our team. The successful candidate will support the Aftersales Manager in both technical/engineering and administrative tasks. Key responsibilities include managing aftersales and site service records, handling customer complaints and inquiries, coordinating team activities, and providing administrative support to the Spares & Site Services department.Key Responsibilities:Technical and Administrative Support:

• Manage aftersales and site service records and databases.
• Handle customer complaints and inquiries.
• Coordinate the aftersales team's activities.
• Provide general administrative support to the department.

Performance Monitoring:

• Monitor and report on key performance indicators.
• Make recommendations to improve aftersales processes.

Strategy Development:

• Assist in the development and implementation of strategies to improve aftersales and site services.
• Enhance client satisfaction.

Cross-Departmental Collaboration:

• Work closely with sales, marketing, and engineering to identify client needs and develop solutions.

Team Management:

• Manage a team of aftersales administrators.
• Provide guidance and training to team members.
• Oversee the processing of warranty claims and returns.

Data Analysis and Relationship Management:

• Analyze client data to identify trends and opportunities for improvement.
• Develop and maintain positive relationships with key clients and suppliers.

Qualifications:

• Academic: Bachelors Degree in Mechanical Engineering or related field; or qualifications in engineering, sales, technical assistance, business administration, or similar fields.
• Vocational/Technical: Technical Diploma in Engineering, Project Management, or Sales/Business Administration.
• Experience: Four or more years in engineering/project engineering and aftersales or customer services, ideally in an OEM engineering and fabrication environment.

Essential Skills and Knowledge:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• In-depth technical knowledge relevant to the engineering industry and aftersales support.
• Proficient in Microsoft Word, Excel, and Microsoft Project.
• Familiarity with engineering software and tools.
• Knowledge of industry-specific regulations and standards.
• Leadership and team management skills.
• Ability to manage client relationships and provide excellent customer service.

Performance Deliverables:

• Customer Service: Manage client inquiries and complaints, coordinate with other departments, and maintain strong client relationships.
• Administrative Support: Maintain records and databases, coordinate team activities, and prepare reports.
• Sales Support: Process orders, ensure timely delivery, and collaborate with the sales team.
• Team Management: Supervise and train team members, conduct performance evaluations, and implement training programs.
• Reporting and Analysis: Monitor and report on KPIs, analyze data, and make recommendations for improvements.
• SHERQ Compliance: Ensure adherence to quality, safety, health, and environmental policies and procedures.

General:

• Execute additional tasks within your field of expertise as instructed by management.
• Prioritize tasks related to external clients.
• Comply with health and safety measures and report any risks.

Apply Now: If you are a motivated professional with a passion for aftersales support and a drive to enhance client satisfaction, we encourage you to apply for this exciting opportunity.

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