Description

• Completes field service visits in a timely manner in keeping with established Company / industry standards and within the required Service Level Agreements (SLA).
• Follows through with incomplete calls which may require, but not limited to, additional parts, technical support or supplies and forwarding customer requests to the relevant departments as necessary.
• Works directly with customers or vendors to provide feedback on call metrics and reporting requirements as per operational requirements
• Works closely with Service Operations Manager and Regional Sales Team on New Opportunities
• Liaises with Technical Support (local or vendor) on escalation calls for timely resolution of technical issues.
• Actively contributes to the development of the Technical Fact Database, e.g. submitting unique trouble call resolution data.
• Sets up (includes configuration), installs and demonstrates equipment when required and train operators on proper usage, basic troubleshooting and/or repair
• Analyse customer environment and make suggestions on fleet management and other products or services to optimize and meet their operational needs
• Accurately accounts for utilization of assigned spare parts which includes return of unused inventory.
• Promotes the benefits of Maintenance Contracts to customers and communicates opportunities to the Sales Team.
• Accurately completes parts and labour quotations for customers when required; conducts timely follow-up on quotations issued; supports the Supervisor in preparing regular revenue forecasts.
• Collaborates with the Supervisor to confirm daily work schedules and provides regular updates as required.
• Collects customers’ purchase orders and payments
• Reports on customer issues to Management and contributes to troubleshooting and timely resolution.
• Timely communicates with Supervisor and/or Manager on any Customer Service or Satisfaction issues.
• Maintains personal technical certifications as guided by job requirements and industry standards, and attends classroom / online training as required.
• Through self-study and company-sponsored training, develops soft skills and maintains and enhances industry and technical knowledge. 
• Prepares and submits weekly and monthly reports when required.
• Any other related duties that may be required.

• Assists in annual and periodic Company stock counts.
• Participates in regular Department and Company Meetings, and represents ComIT at meetings when required or as a member of various Committees.
• Works with the HSSE team to ensure compliance with HSSE standards and practices 

• Tertiary level technical / vocational certification
• IT certification A+ and Network +
• A minimum of five (5) CXC / O’Level passes including Mathematics and English (I & II)
• A minimum of one (1) year technical field experience; developed technical aptitude
• Applied understanding of the technology used in today’s multifunction products will be an asset
• Computer Literate / proficient in Microsoft Office suite
• Customer focused and operates in the spirit of service
• Strong analytical, troubleshooting and problem-solving skills
• Strong communication (verbal and written) and interpersonal skills
• Strong planning, organising and time management skills
• Ability and willingness to learn and apply new technologies quickly
• Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
• Ability to meet deadlines
• Ability to excel under pressure, acts decisively and with a sense of urgency
• Shows initiative and innovation
• Possession of a reliable working vehicle

• Driving / Walking
• Sitting
• Bending
• Climbing e.g. ladders
• Working in a secured space
• Extensive use of computers / tablets / tools
• Use of MFPs
• Checking cabling
• Lifting and moving of equipment

• May work extended or unusual hours
• Driving to external meetings and other office locations when required
• Multi-tasking  
• Local travel for training and work
• Foreign travel for training and work

• Focused on internal and external Customer Service
• Must have high moral and ethical standards and values
• Takes responsibility for assignments, pro-active and willing to go beyond the call of duty
• Persistent in the face of challenges
• Needs to be focused, self-motivated, results-oriented and display enthusiasm for the job
• Must be able to command respect and commitment from customers, suppliers and colleagues to achieve objectives
• Must be a team player to contribute meaningfully to achieve team objectives
• Shows initiative in providing feedback and follow-thorough on action items
• Conducts business activities with professionalism and integrity and avoid conflicts of interest
• Strive to ensure good corporate governance and good business ethics in the execution of  job performance
• Subscribes to a culture of continuous learning and development
• Professional in outlook and behaviour
• Confidential