Aftermarket Controller M/F

The purpose of this position is to assist the team Supervisor / Field Service Team Leader and team of technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures, and actions, promoting a customer-oriented service and to implement and uphold actions in line with company strategic vision.

With a revenue of over €_8.3 billion, access to 45 of the 54 countries on the continent, and near to 23,100 employees, we are a key player in mobility, infrastructure and energy, healthcare and, consumer goods,.
The Group partners with leading international brands and covers the entire value chain - imports, production and distribution- in line with the best international standards, drawing on over 170 years of hands-on knowledge and local expertise.
We pursue a twofold strategy, focusing on manufacturing to promote local production, and distribution through its distribution network, Africa's largest, to offer tailored, affordable products and services to people across the continent.

With Africa For Africa


More information: www.cfaogroup.com

* Overall responsibility to schedule, plan and communicate to technician's service activity to relevant staff member(s) and customers; dispatching of technicians to attend to breakdowns, services, load test, PDI, rebuild, engineering, booking of all jobs on mobile tech
* Facilitating customer calls, complaints and queries; ensure it is followed through and communicate process
/ result to customers
* Plan & arrange for machines to come to the workshop, assign technician, follow through until machine is delivered
* Compiling of sustainability report - monthly
* Invoicing completed jobs within 3 working days (ensuring that jobs are opened and closed as per company standards, accurate and timeous)
* Submission of weekly CSI report
* Ensuring that the team achieves predetermined targets
* Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers
* Processing of Service, Maintenance Agreements (as and when required), updating of records on Kerridge system. Depending on the specific team the controller is placed in, various specific administrative tasks relating to invoices and managing service schedules might be added to this area of responsibility.
* Assisting product support engineer / foreman to keep service schedules within set parameters by proper planning and scheduling of technicians / mechanics to carry out services.
* Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and / or product support engineer / foreman
* Processing of creditors invoices, creating order numbers
* Submitting of tax invoices and job cards to customers for chargeable & maintenance work
* Preparing quotations, submitting, following up with the customers and submitting to Product support to follow
* Preparing quotations, submitting, following up with the customers and submitting to Product support to follow up on order numbers
* Resolve debtors' queries and follow through until resolved
* Resolve creditors queries and follow through until resolved
* GPS amendments to be done weekly, business & private trips respectively
* Processing of technician's overtime
* Ordering of parts & following up with relevant supplier
* General administrative duties (emailing, filing, reports, etc.)

* Knowledge Requirements:
o English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
o Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Required Skills:
o Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
o Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
* Required Abilities:
o Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken
words and sentences.
o Written Comprehension - The ability to read and understand information and ideas presented in writing.
* Work Activities:
o Interacting with Computers - Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information.
o Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.