Aftermarket Controller M/F

CFAO; Gqeberha; On-site; ZAR 400,000 - 500,000; Full time

Job summary

A leading company is seeking a Field Service Coordinator to assist in managing service delivery and customer communication. The role involves scheduling service activities, handling invoicing, and maintaining service documentation. Candidates should possess strong organizational skills and have at least 3 years of relevant experience.

Qualifications

• 3 years' experience in MHE or motor industry is preferred.
• Code 8 driver’s license is required.

Responsibilities

• Schedule, plan, and communicate service activities to technicians and customers.
• Compile monthly sustainability reports and invoice completed jobs within three working days.
• Handle customer calls, complaints, and queries ensuring follow-through.

Skills

Active listening

Performance monitoring

Oral comprehension

Written comprehension

Computer proficiency

Tools

Kerridge system

MS Outlook

MS Word

MS Excel

Job description

The purpose of this position is to assist the team Supervisor / Field Service Team Leader and technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objectives, procedures, and actions. The role promotes a customer-oriented service approach and implements actions aligned with the company's strategic vision.

Our group has a revenue of over €8.3 billion, operates in 45 of the 54 African countries, and employs nearly 23,100 people. We are a key player in mobility, infrastructure, energy, healthcare, and consumer goods sectors. The group partners with leading international brands and covers the entire value chain—imports, production, and distribution—adhering to international standards, with over 170 years of experience and local expertise.

Our strategy focuses on manufacturing to promote local production and distribution through Africa's largest network, offering tailored, affordable products and services across the continent.

More information: www.cfaogroup.com

Key Responsibilities

1. Schedule, plan, and communicate service activities to technicians, relevant staff, and customers; dispatch technicians for breakdowns, services, load tests, PDI, rebuilds, engineering, and booking jobs via mobile tech.
2. Handle customer calls, complaints, and queries; ensure follow-through and communicate results.
3. Arrange for machines to come to the workshop, assign technicians, and follow through until delivery.
4. Compile monthly sustainability reports.
5. Invoice completed jobs within three working days, ensuring proper job opening and closing, accuracy, and timeliness.
6. Submit weekly CSI reports.
7. Ensure the team meets predetermined targets.
8. Maintain dedication to service excellence, providing timely feedback and communication to customers.
9. Process Service and Maintenance Agreements; update records on Kerridge system; handle related administrative tasks.
10. Assist product support engineers/foremen in maintaining service schedules through proper planning and scheduling.
11. Provide scheduled and ad-hoc reports as requested.
12. Process creditors' invoices, create order numbers, and submit tax invoices and job cards to customers.
13. Prepare and follow up on quotations.
14. Resolve debtors' and creditors' queries.
15. Update GPS data weekly for business and private trips.
16. Process technician overtime and order parts, following up with suppliers.
17. Perform general administrative duties (emails, filing, reports, etc.).

Knowledge Requirements

• English language proficiency in structure, content, and grammar.
• Knowledge of customer and personal service principles and processes.

Skills and Abilities

• Active listening and full attention during communication.
• Monitoring and assessing performance for improvements.
• Oral and written comprehension skills.
• Proficiency in using computers and software to process information.

Desired Skills and Experience

• Advanced proficiency in MS Outlook, Word, and Excel.
• At least 3 years' experience in MHE or the motor industry.
• Code 8 driver’s license.
• Experience with Kerridge system.