Pietermaritzburg: Service Controller

Job Purpose Assigning of calls to all technician, monitoring of call screen and logging of customer calls. Key Responsibilities & Activities Receive and log all customer calls for service and consumables. Plan service call response and assign technicians, then monitor activity. Log all work orders. Assign calls to technicians considering call priority and geographic location. Process consumables orders. Use Yield Management guidelines. Process all spares needed as per technicians request. Ensure that only customers with an active contract receive service. Log all pre-installation and installation calls and allocate resources required. Escalate any potential or actual call/delivery delays to relevant managers, i.e. excessive call loads or excessively long “open calls”. Plan utilization of technicians to achieve all response time targets. Ensure that all customer complaints are dealt with efficiently and reported through to management. Constant communication with all relevant departments to ensure spares, machines etc. are delivered timeously. Ensure that all work orders are closed off with minimum delay after technicians or stores has completed work order. Monitor cost of sales and WIP (work in progress). Monitor toner yileds and the usage of consumables and parts. Quotations to be done for IT and any chargeable calls Reporting (Daily) Pending calls, parts outstanding, cost of sale and WIP Reporting (Weekly) Pending calls, parts outstanding, cost of sale and WIP Reporting (Monthly) Pending calls, parts outstanding, cost of sale and WIP