Title
Docucare
Job Description
JOB PURPOSE
This position involves loading of paper, checking printing equipment and performing a maintenance function at the customer sites.
Objective is to prevent unnecessary incidents from being escalated by the Customer and assigned to field Technicians by pro-actively fulfilling maintenance on each device as per device maintenance procedure.
This includes all reasonable and practicable tasks required by the Site Manager; Customers and Service Providers.
KEY RESPONSIBILITIES:
- To provide prompt Customer Service as part of an on-site technical support Team.
- Check all printing devices daily and perform first-level maintenance according to the defined device maintenance procedure such cleaning of the device, replacement of consumables and paper, polishing of the glass plates, cleaning of all rollers, etc.
- Investigate problematic device faults identified during the daily maintenance procedure and resolve where the resolution falls within the incumbent’s capabilities and responsibilities.
- Escalate all device faults that the incumbent is not capable of resolving in accordance with the defined channels and service levels.
- Monitor consumable levels and ensure that toners are replaced timeously where replacement levels have been reached.
- Ensure orders are placed timeously where minimum order levels have been reached related to consumables and paper.
- Liaise with the responsible Site Manager and advise of all trends concerning device availability and utilisation, consumable utilisation, and new user requirements that may have become apparent.
- Following and adhering to Processes and Procedures
- To guide and assist Customers with training that falls within the incumbent’s capabilities and responsibilities.
- Ensure highest level of Customer satisfaction
- To maintain knowledge of relevant products maintenance procedures
- Form part of a culture aligned to Altron’s strategy with regards to purpose; vision; values and goal.
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal Department:
- Command Centre
- Technicians
- Technical Management
- Site Management
- Service Delivery Management
Reasons for Interaction:
- Parties involved within the Processes and Procedures related the Docucare role
- Collaboration between Team to ensure Customer Service
External:
- Clients across Customer base
Reasons for Interaction:
- Point of Contact for Devices faults and consumable requirements
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
- Matric
Professional Qualifications
- Tertiary diploma, specialized training, or equivalent work experience
Years of Experience
- A minimum of 6 months experience with basic Hardware knowledge of printing devices.
Other requirements
- Basic PC literacy.
Competencies
Trouble shooting & Problem Solving
- Solution orientated, goal driven with a passion in getting hands-on involved in challenging situations that require trouble shooting and problem solving
Communication
- Excellent communication skills refined whilst interacting with Customers during trouble shooting; problem solving and training
- Ability to interact with all levels of technical support and end user personnel
Customer Service
- A passion to deliver excellent Customer service
Education
National Certificate Level 4 (N4) / Grade 12 (Required)
Languages
What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
