Specialist: Technician (Service) - Tokai Multifranchise at Motus Holdings Limited

GENERIC JOB OUTPUTS

PROCESS AND GOVERNANCE

• Adhere to standard operating procedures (SOP’s) within the area of accountability. 
• Contribute to the development of standard operating procedures and guidelines within the area of accountability. 
• Escalate unresolved issues to management and process owners.
• Identify and develop solutions to improve operational service and quality. 
• Report on transactional and process activities to enable timely and effective decision making. 
• Conduct research and gather data to provide information on product defects and submit to the importer/distributer.
• Conduct research and gather data to provide input to operational reporting and decision making processes.
• Deliver on agreed performance targets according to set procedures and service level agreement.
• Draw on own technical knowledge and experience to identify and develop solutions that leads to improved operational service delivery and quality.
• Inform and educate customers through the Service Advisor, on technical fault findings and corrective action taken, to ensure retention of existing customers;
• increase sales revenue and increase the organisational customer base.
• Minimise rate of return to adhere to CSI and OEM/Importer standards.
• Provide a fault finding and systems diagnostic service on vehicles
• Provide a technical and diagnostic service by utilising modern diagnostic equipment to maximum vehicle service solutions and to interpret findings.

FINANCE

• Execute work activities effectively and efficiently in order to maximise financial performance and profitability. 
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
• Provide service advisors with accurate vehicle health report to enable increase sales revenue.

CLIENT/CUSTOMER

• Broaden the understanding of customer service delivery principles and provide specialist support to meet and exceeds customer expectations. 
• Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business. 
• Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback as well as exceptional
• service delivery.
• Ensure customer assets are safe­guarded as per company policies and procedures.
• Provide specialist advice to customers through the service advisor.

PEOPLE

• Attend training initiatives to improve work quality and enhance own skills 
• Own and live up to company values. 
• Participate in forums that positively contributes to functional knowledge improvement.
• Provide advice and support with the management of change and offer operational support where required.
• Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Provide technical coaching to apprentices and others for the purpose of continuous knowledge sharing, learning and integration of own knowledge.
• Share own and product specific knowledge with teams/technicians to solve difficult technical problems faster.

TECHNICAL COMPETENCIES

• Conflict Management:  Being able to identify and handle conflicts sensibly, fairly, and efficiently. Resolving conflict, before it becomes a major obstacle to the work environment and critical in relation to customers.
• Customer Service: Focuses ones efforts on discovering and meeting the customers or clients needs
• Fundamental problem solving capability: Ability to analyse elementary and fairly complex situations or problem and takes appropriate action to resolve.
• Manage personal work priorities and professional development:  The competency reflects on and demonstrates employee accountability towards their own professional development and sets the environment for corporate social responsibility and the competence essential to advance corporate citizenship.
• Occupational Health and Safety:  To provide for the health and safety of persons at work and for the health and safety of persons in connection with the use of equipment and against hazards to health and safety, arising out of or in
• connection with, the activities of persons at work
• Product and or Service knowledge: Provide a service or sell a product through an awareness of the product or service. Sharing of product, service and program knowledge.
• Reporting and Interpretation: Prepares accurate reports to satisfy reporting requirements, with relevant interpretation of analyses for business users.
• Research and Information Gathering: Ability to review and study relevant information from various sources to develop new information; Ability to identify primary and secondary authorities to validate the research
• Technical Ability: The ability to apply technical knowledge and skills associated with a particular trade or occupation
• Technical Learning: Must be able to demonstrate an eagerness and support for learning, especially in own functional area.
• Vehicle Diagnostics and Servicing: This competency creates capability to carry out basic servicing and maintenance of a commercial vehicle, in accordance with relevant roads and traffic authority regulations.

Qualifications and Experience

Minimum Experience

• 1-2 years experience in a similar environment

Preferred Experience

• 2-3 years experience in a similar environment

Minimum Qualification

• Trade and Occupational Qualifications with NQF Level 05
• Qualified Technician