Aftersales & Continuous Support Engineer

SUMMARY:
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POSITION INFO:

Overall Purpose Of The Position

1. Responsible for optimising all aspects of the aftersales experience (Spares & Site Services) for the client and maintaining client relationships to measure customer satisfaction and encourage future sales.
2. Primary responsibility to ensure the satisfaction of the company's clients. Address any issues that may have arisen and monitoring the quality of service provided.
3. In charge of post-marketing efforts, budget management, and following up with clients.
4. Ensure the Aftersales department is delivering on its agreed objectives established in MPT’s Project 500 Strategic Plan to support the company’s overall sales growth to R 500 million by February 2027 and sustain a 10-15% Sales growth thereafter.
5. Full responsibility for the implementation, maintenance and further development of the Aftersales & Continuous Support Business Process in terms of TÜV SÜD, ISO 9001.

Customer Service

• Managing client inquiries and complaints related to aftersales services & site services.
• Coordinating with other departments such as sales and production to resolve client issues and ensure client satisfaction.
• Ensuring prompt and effective responses to client’s inquiries and complaints.
• Developing and maintaining strong relationships with clients by delivering exceptional customer service.

Administrative Support

• Managing aftersales & site service records and databases.
• Coordinating team activities and ensuring that deadlines are met.
• Maintaining and updating aftersales policies and procedures.
• Preparing reports and presentations for the aftersales manager or other stakeholders.
• Assist the manager with the management of the aftersales & site service department's budget and expenses.

Sales Support

• Processing orders for aftersales services and products.
• Coordinating with production to ensure timely delivery of aftersales products and services.
• Providing client support related to aftersales services and products.
• Collaborating with the sales team to identify opportunities for aftersales services and products.

Team Management

• Supervising the aftersales team.
• Ensuring that team members are meeting their targets and objectives.
• Providing coaching and support to team members as needed.
• Conducting performance evaluations and setting performance targets for team members.
• Developing and implementing training programs to improve team members' skills and knowledge.

Reporting and Analysis

• Monitoring and reporting on key performance indicators such as client satisfaction, service quality, and productivity.
• Analysing data to identify trends and areas for improvement.
• Preparing reports and presentations for the aftersales manager or other stakeholders.
• Making recommendations for process improvements and other changes based on data analysis.

SHERQ

• Lead quality assurance.
• Ensure project is executed in accordance with the applicable quality standards.
• Manage the sub-supplier quality interventions within the project.
• Adhere to Company policies and procedures.
• Only use latest, registered, official Company documentation.
• Ensure that all documents are completed in full, with quality information.
• Ensure that all documentation is protected from any form of damage or loss.
• Ensure the execution of high-quality projects that meet and even exceed client expectations such that client retention and business development and growth are promoted.
• Support management with the implementation, maintenance and further development of the Aftersales & Continuous Support Business Process in terms of TÜV SÜD, ISO 9001.
• Adhere to SHE policies and procedures.
  Every employee shall:
  • Take reasonable care to protect their own health and safety;
  • Take reasonable care to protect their health and safety of other persons who may be affected by any act or omission of that employee;
  • Use and take proper care of protective clothing, and other health and safety facilities and equipment provided for the protection, health or safety of that employee and other employees;
  • Report promptly to their immediate reporting manager any situation which the employee believes presents a risk to the health or safety of that employee or any other person, and with which the employee cannot properly deal;
• Co-operate with any person to permit compliance with the duties and responsibilities placed on that person in terms of the Act; and
• • Comply with prescribed health and safety measures.

General

• All reasonable additional tasks within your field of expertise as instructed by Management shall be executed. Non-productivity shall not be accommodated at any point of time. Tasks related to external (paying) clients always take preference.

Minimum Qualification

ACADEMIC

• Bachelor’s Degree in Mechanical Engineering or a related field. ‘Other’ engineering, sales, technical assistance, business administration, or a similar field

VOCATIONAL/TECHNICAL

• Technical Diploma in Engineering and/or Project Management and/or Sales/Business Administration qualification.

OTHER

• Four or more years’ experience in engineering / project engineering and aftersales or customer services and/or aftersales experience in an OEM engineering and fabrication environment.

Minimum Entry Level Knowledge

• Excellent communication and interpersonal skills to interact with clients to handle their queries, complaints, and concerns professionally and effectively. Also, be able to communicate technical information to clients and colleagues clearly and effectively.
• Excellent problem-solving skills to quickly analyse problems, identify the root cause, and provide appropriate solutions to clients' issues.
• Technical Knowledge: Understanding of the engineering industry and related aftersales support functions and roles, including technical terms, concepts, and processes. This is crucial for communicating with client’s site engineers, mine operational staff and understanding client needs.
• Knowledge of engineering principles and technical products offered by the company and proven experience in the engineering continuous support sphere and related business development requirements.
• Manage time efficiently and multitask.
• Good team management skills to motivate and guide team members towards achieving common goals.
• Understand the sales process to be able to anticipate and respond to client needs and provide a seamless experience.
• Fully proficiency with Microsoft Word, Excel & Microsoft Project.
• Familiarity with engineering software and tools used in the design and maintenance of engineering products.
• Knowledge of industry-specific regulations and standards relayed to warranties and repairs, and safety requirements.

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