To ensure excellent service levels and high levels of diagnostics, technical skills, and technical communication and conduct certified dealer instructor training on all Agricultural and Construction and Forestry equipment. Offer support to the Sales department on product specifics. After-sales coverage for existing and potential key account customers.

RESPONSIBILITIES:

Support

• Deliver products to customers and provide initial one-on-one training.
• Identify root causes of customer problems and provide technical assistance to employees and customers.
• Follow up on aftersales CSI complaint list and action solutions.
• Attend to special requests from customers.
• Engage and manage with the franchise directly to follow up on CCMS.
• Fulfill the function of technical communicator for Agriculture and C&F.
• Develop and maintain remote support and technical issues via Service Advisor Remote.
• Ensure that highly complicated diagnoses are resolved timeously.
• Monitor, teach, and advise all technical staff to be more efficient and accurate in diagnostics
• Ensure Group technical staff get training and improve their level of status 

Sales

• Attend to any inquiries on sales from both employees and customers.
• Carry out optimum after-sales coverage on key account customers.
• Actively canvas for after-sales business
• Accompany sales department on sales visits to customers to ensure proper product information.
• Attend demonstrations to help optimize equipment.
• Assist the sales department in developing confidence to operate equipment correctly.
• Ensure up-to-date knowledge of changing product lines.
• Identify necessary technology solutions needed by specific markets.
• Share new features and benefits with the sales department as and when they are released.

Training

• Plan, organize, promote, and deliver service and support clinics during specific seasons
• Deliver certified dealer instructor training on John Deere and Waratah products
• Maintain John Deere and Waratah training levels and redeliver to sales, technical and parts personel as needed
• Train customers and staff on available online tools
• Develop presentations to ensure training or new information gets delivered accurately
• Note and share tips and tricks to staff members to assist with quick solutions

Communication

• Fulfil the role of technical communicator for service staff, John Deere and Waratah as well as any other C&F equipment sold or serviced by Mascor.

Marketing

• Participate in customer on-site demonstrations and optimization sharing.
• Follow up with salesmen to ensure targeted customers receive demonstrations.
• Develop Demo calenders and or targeted customer route for specific products
• Share promotions on products at the correct time of season

REQUIREMENTS:

Qualifications:

• Min: Relevant trade test qualification

Experience:

• 3-5 years’ experience in a technical environment.
• 3-5 years’ experience at Master Technician level.

KEY COMPETENCIES

• People Skills – the ability to engage, inspire, and influence people.
• Planning skills
• Able to operate under pressure.
• Good communications skills and diplomacy are required with both internal and external customers and legal agencies.
• Time management
• Presentation skills