Permanent - Parts Technical Support Representative - Ekurhuleni (East Rand) - South Africa

• Responds to all enterprise parts-related e-mails, phone calls, faxes and letters from dealers and end-user customers on questions and problems regarding the company Parts (company Parts) website.
• Reports company Parts website defects, suggests enhancements to developers and tests the fix. Provide advanced product/service information and respond to complex customer questions about the product/service.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Provide fault isolation and resolution to limit and address issues promptly.
• Monitor team members' use of t, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
• Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization

Education:

• Diploma/ Degree in Mechanical Engineering

Desired

• Dealer understanding, detail-oriented and organized individual.
• Comfortable working in warehouse environment
• Degree/Diploma in Mechanical Engineering