Technical Service Specialist

Job Description :

• Provide over the phone technical support to technicians and customers when required, organize correct parts for service jobs when required. Liaise with parts department and customers on part availability. Liaise with national service manager of service technicians’ availability and allocate work to technicians when required.
• Attend field breakdowns and repair crane in a timely manner. Co-ordinate product updates and service bulletins to maintain safety and reliability of the machines.
• Maintain service reports and submit these in a timely manner upon completion of repair.
• Communicate with the factories and COE’s for repair processes and diagnostic information. Provide feedback on component failure to factory.
• Organise new machine pre-delivery inspections and operator familiarization. Liaise with sales department and customer on any additional items required, create scope of work for machine delivery ensuring that required work is completed within an agreed timeframe.
• Train distributors in the commissioning of the first new product.
• Analyse and troubleshoot warranty problems when beyond the scope of the distributor or customer.
• Interact with MCG based personnel on matters pertaining to service materials, product requirements, availability, and code compliance.
• Plan & coordinate activities concerned with investigating and resolving customer reports of technical problems by utilizing applicable processes to eliminate future operational or service difficulties.
• Analyse reports of technical problems to determine trends affecting future design, production, service and maintenance processes and recommend modifications to eliminate future problems.
• Other areas of responsibility as assigned.

Job Requirements :

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