Technical Coordinator at Fidelity Services Group

Overall Purpose of the Job:

• To co-ordinate all technical service / small installation work from an administrative perspective to facilitate accurate and efficient service delivery and accurate administrative processing to invoicing. Revised and accurate service variances and quoting, highly efficient communication to customers internal and external to keep customers up to date with scheduling and timelines verbally and written. Professional communication and timeous communication as well as extreme due diligence on following up with customers and handling complaints and service/installation work fast and efficiently is a prerequisite.

Minimum Requirements

• Matric or equivalent
• Minimum 3 years administration and customer service experience
• Financial terms understanding
• Computer Literate (MS Office, Outlook)
• Typing speed of 50+ wpm
• Basic Project understanding
• SAP or equivalent financial system literate
• Fusion or equivalent incident management system – literate and process understanding

Job Specification

• Schedule jobs with clients and technicians (Internal and external)
• Verbal and written communication to customers on service/project timelines
• Schedule Technician’s work daily and keep customers informed
• Coordinating of stock for repairs on customer sites fast and efficiently
• Service quotations with parts and labour for repair requirements ensure customer Purchase order has been received before work commences.
• Requoting customers for variances on work where required
• Record the Technicians daily whereabouts and take corrective measures should the technicians work schedule need to be amended and communicate to the customers of expected delays.
• Preparation of paperwork to facilitate invoicing to customers
• Assist with any problems or complaints
• Customer reporting on a weekly or monthly basis to keep customers up to date on the activities on their premises.

Behavioural Competencies:

• Customer Service orientated  Excellent Time management
• Team player
• Technical / functional skills
• Timely decision making
• Planning