Job Purpose
Serve as the primary point of contact for customers, delivering exceptional service and supporting the growth and smooth operation of the branch or service location.
Key Responsibilities
*Welcome and assist customers both in person and over the phone.

*Build and maintain strong, positive customer relationships.

*Identify customer needs and collect all relevant information.

*Create basic work orders using internal systems.

*Provide timely updates on service progress when requested.

*Accurately document all service activities.

*Support warranty claim submissions and technical escalation processes.

Core Competencies
*Communication: Convey clear, tailored information to a variety of audiences.

*Conflict Management: Address and resolve issues calmly and professionally.

*Customer Focus: Prioritise customer satisfaction and foster long-term relationships.

*Work Direction: Delegate tasks effectively and remove barriers to ensure smooth workflow.

*Financial Awareness: Use financial insights to support sound operational decisions.

*Trustworthiness: Demonstrate integrity, reliability, and accountability.

Technical Skills
*Diagnostics: Translate customer concerns into actionable troubleshooting steps using approved tools and workflows.

*Warranty Handling: Confirm root causes, assess coverage eligibility, and submit accurate claims.

*Technical Escalation: Escalate unresolved issues appropriately while maintaining timely communication.

*Service Documentation: Record customer and equipment information using required systems.

*Electronic Tools: Operate diagnostic software and hardware to identify and resolve issues.

Qualifications
*High school diploma or equivalent.

*Relevant experience may be considered in place of formal education.

*Licensing or certification may be required depending on regulatory standards.

*Be able to Use Sap is highly advantageous

Experience
*Significant relevant work experience or specialised skills gained through training or education.