Technical Support Team Leader

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.

An exciting opportunity exists within our team for a Technical Support Team Leader within our Meadowdale team.

Line Manager: National Call Centre Manager

Job Specification

Key Performance Areas:

Fielding Customer Calls

Assist Customers(internal or external) in a professional friendly and effective manner
Resolve Customer calls telephonically, using their Technical skills, experience & equipment manuals
Keep a record of these resolved calls
Must be able to Open job cards on SAP and also ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recorded by Technical Support Coordinator
Responsible to follow up on open job cards (updates, returns etc.)
Capture any additional information on the job card which will further assist the service technician when preparing for his call.

Managing Field Service Calls

Oversee Planning & Routing of calls(with input & approval of technical support manager) to appropriate technicians following most cost effective route, unless Priority calls dictate otherwise
Ensure TSC are tracking Technician progress throughout the day by monitoring incoming completed calls on the ESO dashboard.
Monitor incoming calls throughout the day and assist TSC to route to available technicians where possible
Assisting TSC rerouting Technicians and/or calls in order to ensure all calls will be completed without over utilizing a technician
Monitor incoming calls from SAP to ensure technician comments are accurate and complete and that all spares are booked out.
Ensure TSC inform Customers when we cannot meet our deadlines or attend to their calls timeously
Ensure TSC to coordinate Installations and Upliftment with sales department?

Spares

Resolve all Spares queries and escalate to technical support manager
Liaise with stores to ensure outstanding job cards due to spares waiting get resolved and escalate to management

Telemetry System Management

Ensure all Administration and filing of Telemetry up to date
Configuration of Telemetry System will include the following:
Loading of new telemetry units and tracking serial numbers.
Configuration of recipes per machine per customer
Filing authorized recipe change request instructions.
System maintenance checklist defined and checked daily.
Deactivation of units or replacement of faulty units
Escalation procedures documented and trained on
Continuously monitoring statics and alerts on dashboard to ensure maximum machine uptime and to initiate corrective action when required.
Assist with resolve Telemetry technical calls telephonically and ensure that calls are recorded on the SAP with service notification only.
Loading of all new customers information onto Vendon System and customer master data kept relevant.
Inform customers when we cannot meet our deadlines or attend to their calls timeously
Deactivating units
Escalation of all technical or systems problems directly to Vendon for resolution
Escalation of all unresolved Vendon issues to Technical Support Manager

Administration, Filing & Reporting