Description

KEY RESPONSIBILITIES
 
Check all daily service calls are scheduled.
Follow-up on daily calls status for completion and those that require further escalation
Escalate incomplete jobs with Service Manager
Check the job status to ensure the jobs are being updated according to the SLA and process flow.
Ensures completion of all jobs within 24 hours
Ensures the accuracy of documentation of service calls and warranty parts.
Ensures defective warranty parts are ready for shipping within 5 days of job completion.
Ensures all warranty and billable parts (Lenovo and HP) are ordered within the same day after completion of diagnosis.
Generating various report from ERP and other mediums.
Escalate incomplete jobs with Service Manager
Coordinate with the relevant teams to ensure that SLA are met.
Utilizes the ERP Dashboard and manages the flow of scheduling jobs.
Ensures the status of all jobs are updated in ERP daily real time (no backlog of jobs)
Maintains consistent awareness of the status of all jobs and technicians.
Ensure regular reallocation and reassignment of jobs for maximum utilization of jobs and technicians.

• Logs Service Calls: 
  • Via ERP system and other Helpdesk Portals
  • Pre-Delivery Calls
  • Warranty Calls
  • Ensures that Call Log Data is accurately recorded and submitted in a timely manner.

 
Ensures the proper usage of the ERP Dashboard is achieved for incident escalation.
Reviews Work Details on ERP for technician’s accuracy in grammar and spelling and ensuring the appropriate notes are available.
Ensures jobs in the completed category are closed off accordingly, also as it relates to billing.
Update customers on status of equipment (replacement parts, software, warranty etc.).
Ensure proper managing of the initial call from the customer.
Ensures all jobs are assigned and scheduled within three (3) hours of being logged.
Schedules service jobs to technicians based on their skillset.
Ensures 100% of quotes are accurately completed and sent to the customer within two (2) hours of receipt.
Ensure proper managing of the initial call from the customer.Analyses, recommends and implements strategies to increase department efficiencies including:

• Technician utilization
• Customer SLA
• Technician travel allocation
• Equipment and tools utilization
• Number of repeat jobs
• Technician – Job complexity match