Docucare

Posted 13 Days Ago
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Cape Town, City of Cape Town, Western Cape
Entry level
Information Technology • Software
The Role
The role involves providing on-site technical support, performing maintenance on printing devices, managing consumables, and ensuring customer satisfaction.
Summary Generated by Built In

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

Top Skills

Pc
Printing Devices
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The Company
HQ: Gauteng
1,630 Employees
On-site Workplace
Year Founded: 1965

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.

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