Technician I - DBN

Reporting to the Branch Manager, the successful candidate will be responsible for providing a cost-effective electronic/mechanical testing, repair, and support capability on all products supported by Centurion, capturing all relevant activities in the most cost-effective and profitable manner.

Main Responsibilities:

1. Maintaining a friendly and organized customer service environment, ensuring that client queries are handled accurately in a professional manner, and that you are presentable at all times.
2. Assisting with technical support provided by the department, both telephonic and at the counter.
3. Responsible for the mechanical and electronic testing and repairing of all products supported by Centurion.
4. Ensuring that all equipment repaired and tested performs in their original state and to our quality standard.
5. Logging all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assisting the Production and R&D department in establishing failure trends and suggesting possible improvements to our product(s).
6. Assisting with the designing and improvement of test jigs to enhance our service capabilities.
7. Responsible for capturing SAP and/or CRM transactions during the service and repair processes.
8. Assisting when necessary with other ad-hoc duties, i.e., training, updating of technical data, exhibitions, site support, the testing of new products, and special site requirements.
9. Managing optimal relationships with the client base, ensuring that the needs of the client come first.
10. Maintaining the highest level of neatness and adherence to all Occupational Health and Safety standards.
11. Responding to incoming technical support queries via all contact channels (live chat, calls, Zoho desk email tickets).
12. Ensuring that written communication is responded to within the specified SLAs for each channel.
13. Ensuring that all communication with our clients meets the required quality as outlined in the department’s QA script.
14. Capturing all relevant information on inbound calls (Zoho desk interaction logging).

Qualifications and Other Requirements:

1. In possession of or studying towards N3/S2 (Electronic, Mechanical, or Electro-Mechanical Engineering).
2. Good knowledge and understanding of electronic concepts.
3. Displays good practical ability.
4. Must have extensive knowledge of all Centurion products.