About the Position
Our client is looking for a Senior Technical Administrator to join their team based in Modderfontein. The role is a senior coordinator role with solid experience in the coffee admin and planning industry. The candidate must have a minimum of 5 years or more experience in an admin role.
Job Summary
The candidate will be responsible for logging all technical repair calls nationwide and effectively planning and scheduling the daily activities for a team of technicians. This role ensures that all technical issues are addressed promptly and efficiently, optimizing technician productivity and customer satisfaction. The ideal candidate will have strong organizational skills, the ability to multitask, and excellent communication skills.
Job Expectations & Key Responsibilities
Log and Track Technical Repair Calls:
- Receive and log all incoming technical repair calls from customers nationwide
- Ensure that all calls are accurately recorded in the system with detailed information about the issue
- Prioritize calls based on urgency and impact on customer operations
Plan and Schedule Daily Technician Activities:
- Develop and maintain a daily schedule for technicians, ensuring that all calls are attended to in a timely manner
- Assign tasks to technicians based on their location, expertise, and current workload.
- Adjust schedules as needed to accommodate emergency calls or changes in technician availability
Monitor and Report on Technician Performance:
- Track the progress of each technician throughout the day to ensure timely completion of tasks
- Compile daily, weekly, and monthly reports on technician performance, including response times, completion rates, and customer feedback
- Identify areas for improvement and work with the Technical Manager to implement changes
Coordinate with Customers and Technicians:
- Communicate with customers to provide updates on the status of their repair requests and expected arrival times of technicians
- Liaise with technicians to provide them with necessary information, tools, and parts for each job
- Handle any customer complaints or issues related to scheduling or technician performance
Maintain and Update Technical Documentation:
- Ensure that all technical documentation, including repair logs and technician schedules, is kept up to date and accessible
- Work with the technical team to document recurring issues and develop troubleshooting guides
Support Inventory Management:
- Assist in tracking and managing inventory levels of spare parts and tools required for repairs
- Coordinate with the supply chain team to ensure timely replenishment of critical parts
Experience
- Previous experience in a technical support, coordination, or scheduling role is essential
- Coffee industry experience essential
- Experience in a customer-facing role is beneficial
Desired Skills
- Administration
- Technical coordinator
- Technical Support
Desired Skills:
- Administration
- Technical Support
- Technical Coordination
- Management of technicians