Primary Role – General Administration tasks 

• To ensure that all Customer Calls are attended to as per the agreed contract with Customer.
• Log Calls with Vendors.
• Quotation Approval/Expiry Status.
• Ensure that In Warranty Repair Parts are returned with all paperwork attached.
• Faulty Return Stock - To return faulty warranty stock with all paperwork required.

• Call Updating – Ensure that all calls are updated daily at 11:00.
• Petrol Cards – Ensure that Mileage is booked correctly on System as per Productivity Report that is submitted daily by Field Support Leader. Should Mileage be incorrect, correct mileage to be provided for correction.
• Attendance – Should FSE not be reporting for work, email to be submitted before 07:30 to Managers, Branch Administrator and Regional Call Coordinators.
• Dockets – All dockets to be completed correctly with user signature.
• Processes - Strict adherence to SYSTEM processes by Field Support Leader.
• Appointment Made – Appointments only to be requested from users. FSE to ensure that Appointment is set the 1st time upon users request. Should appointment not be met, FSE to escalate to Field Support Leader for new time requested from User to attend to call. FSE to ensure that the user is informed about the matter that FSE is running late for the appointment.
• User not Available – Ensure that follow ups are made 3 times a day with the user. Call to be updated accordingly. Should the user not be available at the end of the day, email to be sent out as per SYSTEM Standard Procedure.
• Asset input - To ensure that all assets are captured correctly onsite with Tablet Barcode Scanner, should Barcode not be available, picture to be taken and submitted to Regional Call Coordinator for picture to be attached to the call on SYSTEM.
• Productive Call Rate - To ensure that MIN of 3.5 calls (resolved) per day are done for Field Support and MIN of 5 calls per day (resolved) for Onsite Support.
• Productive Time - Maintain productivity of >75%.
• SLA - Effective management of calls to ensure SLA is achieved.