Julong Technician CashMaster, KZN at Fidelity Services Group

MAIN PURPOSE OF JOB: 

Providing a professional and efficient service to customers by diagnosing, troubleshooting and repairing bank note processing devices. Ensuring customer satisfaction. Assisting all technical staff, performing scheduled services (PM’s) and escalations in area.

Minimum Requirements:

• Matric / Grade 12 / National Senior Certificate / Technical Experience
• Outstanding customer service skills
• Excellent technical, problem solving and analytical skills
• Strong written and oral communication skills
• Ability to work weekends and holidays
• General computer knowledge, changing IP address and loading software
• PSIRA Registered

Key Performance Areas: (not totally inclusive)

• Managing Day to Day Operations – Calls logged, PM’s, Banks and all clients in area.
• Provide service and customer support during site visits.
• Manage all on site installations, repairs, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solution.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Produce timely and detailed reports.
• Recordkeeping: Document all actions and call details, job cards completed in detail, group SLA updates etc.
• Adhere to all company’s filed procedures and processes.
• Maintain a professional appearance.
• Build positive working relationships with customer.
• Adhere to SLA requirements/time frames and monthly preventative maintenance on devices.
• Adhere to management instructions.

Core Competencies

• Demonstrates integrity by modelling CashMaster’s values and ethical standards
• Strong analytical skills
• Focuses on impact and result for the client and responds positively to feedback
• Leads teams effectively and shows conflict resolution skills
• Consistently approaches work with energy and a positive, constructive attitude
• Builds strong relationships with clients and external actors
• Remains calm, in control and good humoured even under pressure
• Demonstrates openness to change and ability to manage complexities
• Ability to advocate and provide policy advice
• Ability to promote integrity and business ethics; demonstrate mature judgment, trust and open communication; ability to ensure effective team work, collaborative behaviour and team spirit
• Ability to develop collaborative and harmonious relationship with external partners and clients at the senior level
• Excellent communication and negotiation skills to persuade and influence others
• Ability to multi-task and prioritize work schedules
• Ability to create technical reports

Skills

• Analytical
• Communication
• Critical thinking
• Diplomacy
• Leadership and team building
• Change management
• Project management
• Persuasion and influencing
• Judgement and decision making
• Service orientation