Aftersales & Continuous Support Engineer

at  Fempower Personnel

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.

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.

• 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.
• 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.
• In charge of post-marketing efforts, budget management, and following up with clients.
• 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.
• Full responsibility for the implementation, maintenance and further development of the Aftersales & Continuous Support Business Process in terms of TÜV SÜD, ISO 9001.