Field Service Technician – Altron

Job Description

A Field Service Technician is responsible for the day to day installations, maintenance, and providing training to NuPay merchants that use POS devices/terminals – this includes customers that have been outsourced to NuPay/ACS Field Services. Products installed include AEDO, POS, NAEDO, MPS, NuCard, EPV, E-Commerce and DebiCheck. A Field Service Technician will also be responsible for the preparation of equipment that will be installed at customers premises. Field Service technicians will also be responsible for stock control/management and administrative duties.

 

 

KEY RESPONSIBILITIES:

New Installations and Service Calls (Maintenance)

 

  • Perform new installations and service calls for NuPay and ACS Field Services.
  • Preparation of equipment for new installations and service calls.
  • Provide training to NuPay and ACS Field service merchants on products being installed
  • Assist with customer queries.
  • Assist various departments with technical related queries.
  • Scheduling appointments.
  • Adhere to Service level agreements
  • In-depth knowledge on all NuPay and ACS Field Service products
  • Knowledge on external admin providers and how they integrate with NuPay products
  • In-depth knowledge on Delfin products and how NuPay integrates with Delfin
  • Knowledge on 3rd party connectivity provider’s, for example Huge Connect and GDSP
  • Training of new employees on the above

 

CORE RESPONSIBILITIES:

Stock Control

 

  • Perform weekly stock takes for all stock in tool of trade vehicles or regional offices. The weekly stock take must be sent to the Stores Controller
  • Manage boot stock to ensure enough stock for new installations and service calls
  • Ensure stock is correctly allocated to merchants and employees on CRM system (Ofbiz).
  • Ensure stock is in presentable, working order.
  • Replenish stock if, and when needed (submit stock replenishments).

 

 

Administrative Duties

  • Ensure service calls and activations are updated and closed within Service Level Agreements
  • Ensure job sheets are submitted daily once new installation and service call has been completed
  • Stock sheets are up to date

 

 

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

  • Logistics team
  • Account Managers
  • Contact centre
  • Administration clerks
  • Sales Team

Reasons for Interaction:

  • Service call and install allocations, knowledge sharing.
  • Customer queries and information.
  • Call logging information and customer queries.
  • Submission of job sheets for billing and stats.
  • To provide updates on logged calls and installations.
  • To advise Account managers and sales consultants on any requests/challenges from merchants that’s outside the scope of the technical department.

External:

  • NuPay Merchants
  • ACS Field Service Merchants
  • Courier services
  • 3rd party connectivity providers
  • Delfin Contact Centre
  • 3rd party admin providers

Reasons for Interaction:

  • Installations, maintenance and training.
  • Query deliveries/couriers.
  • To configure Huge Connect pads.
  • To assist merchants in getting their ADSL configured to enable connectivity to terminals
  • Assistance from Delfin contact centre

 

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

  • Matric
  • A qualification in the fundamentals of IT would be advantageous

Professional Qualifications

  • Customer service/care course will be advantageous.

Years of Experience

  • Experience using POS devices/terminals will be advantageous.

Other requirements

  • Working knowledge of POS systems will be advantageous.
  • Some knowledge of admin systems that integrate with NuPay systems will be advantageous
  • Customer service focused
  • Must be able to assist merchants from different backgrounds
  • Valid driver’s licence.
  • Must have a reliable vehicle (Regional technicians).
  • Fluency in English is mandatory.
  • Fluency in a second language such as Zulu/Afrikaans would be advantageous.
  • Strong oral and written communications skills.
  • Organisational and prioritisation skills.
  • Excellent administration skills with strong attention to detail.
  • Technology and system savvy (Computer literate).
  • Knowledge of Microsoft Office
  • Numeracy skills.
  • Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
  • Ability to maintain supreme levels of ethical behaviour and confidentiality.
  • Ability to identify opportunities for improvement.
  • Must be a team player.
  • Must be able to work under pressure.
  • Must be punctual and reliable
  • Travel within the country on sleep outs (generally 2-4 days).
  • Adaptability.
  • Analytical skills.
  • Effective time management.
  • Must be willing to work overtime when required.
  • Self-motivated.
  • Be able to go on long trips around South Africa and neighbouring countries, sleeping out in different regions (sleep outs are usually 2-5 days depending on the areas).

 

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

 

Languages

English

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