Latest Jobs at Mantrac Nigeria Ltd

SUMMARY OF RESPONSIBILITIES

• Responsible for the provision of operational and procedural end user supports for Network and PC usersAlso responsible for daily administration and maintenance of all Personal Computers and accessories in the company.

MAIN FUNCTIONS

• Administration and maintenance of Network Servers and Personal Computers.
• Install hardware, run diagnostic procedure on faulty systems, and carry out minor repairs or invite third party hardware engineer.
• Maintain interface between IBM AS400 and PC based applications.
• Install and administer application packages and utility software.
• Provide end user support for Network and personal computer users.
• Provide necessary direction and information to company staff on the usage and handling of personal computers and related application packages.
• Provide technical support for SALESFORCE
• Administering the company E-Mail and Internet Access System.
• Familiarization with helpdesk platforms (Service-now)
• User account creation and management on Active Directory.

RELEVANT INFORMATION

• Degree or equivalent in computer science, very good knowledge of Network Infrastructure Administration and Implementation and 2 years related experience.

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Summary of Responsibilties

• To serve as a front-line service liaison between the company and its customers. This role involves delivering exceptional customer service through various channels, such as phone, email, and live chat.
• Key responsibilities include addressing customer inquiries/complaints, resolving technical issues, and providing accurate information about products or services.
• The Service Advisor is expected to cultivate positive customer relationships by actively listening to concerns/complaints, empathizing with customers, and offering effective solutions.
• Additionally, the role plays a crucial part in processing customer orders, ensuring timely and satisfactory resolution of any problem that may arise.

Main Functions

• Investigate and resolve customer complaints with a focus on achieving customer experience satisfaction in a more professional manner.
• Handle customer calls and messages forwarded from the Call Center and Technical Chat Line on a regular basis.
• Proactively initiate Work Orders using in-house Customer Interview Form (CIF) on Salesforce.
• Conduct preliminary connectivity checks using various CAT Service Data and disseminate findings through MS Teams channel/CAT Interact.
• Utilize remote diagnostic tools effectively and efficiently for solution determination.
• Follow up and finalize Work Orders/Customer Interview Forms for intended jobs on Salesforce.
• Actively promote product link retrofit and troubleshoot non-reporting issues of customers assets regularly.
• Assist in the timely transmission of service reports, Technical Analysis 1 (TA1), and customer feedback.
• Create new Work Order or continue with existing intended Work Order for Incremental Business.
• Review and close of Work Orders.
• Performing more detailed technical checks using CAT Service Data to be able solve customers’ issues.
• Passing on unresolved technical issues for further solution determination to the traditional Service Supervisor.
• Undertake any other related duties as required by the line manager.

Contacts:

• Customer representatives.
• All categories of MANTRAC management and staff/Service Department Personnel.

Relevant Information

• Education: Degree / HND in Mechanical/Electrical Engineering with at least 5 years relevant experience.
• Experience: A minimum of 2 years’ experience in service - Field service would be beneficial.
• Should have high degree of inter-personal, good written and spoken English and must be computer literate.

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SUMMARY OF RESPONSIBILITIES

• Work with customers, service and Sales teams to provide Condition Monitoring opportunities and IB (incremental business) quotes with the goal of generating, through the PSSR, Incremental Business for Mantrac and informative and actionable insights for the customer to improve the utilization and efficiency of their Cat fleet.
• This will be achieved by working directly with the customer either as part of an agreed Advanced Condition Monitoring service for selected customers and/or through the Sales and Service teams for all customers.
• To provide continual development of the Nigeria Service Operations. Ensure continual process of improvement takes place and that procedures are adhered to. Co-ordination and administration of Key Performance Indicators. Identify and implement Service Admin Accounting Systems that accurately monitor performance of the service operations. Provide full support to the Service Operations Manager on further Critical projects. Implementation of RPI-Repair Process Integration. Co-ordinate and administer development training in conjunction with the Service Operations Manager to ensure correct coverage.

MAIN FUNCTIONS

Continual Development of Service Operations

• Provide support to Service Operations Manager on the continual improvement of the Nigeria Service Management Systems.
• Provide accurate management information on the Nigeria Service Operations.
• Service Management Training needs are identified, advised to the Service Operations Manager and requested training successfully implemented.
• Liaise with the Service Operations Manager at all times and undertake any additional work assigned outside this job responsibilities and skill profile.

Administration of Key Performance Indicator (KPI) and critical Projects

• Provide the Service Operation Manger with easy solutions to extract KPI information from source.
• Continually monitor the performance of the Service department, making recommendations for improvement as appropriate
• Provide Service Operations Manager with analysis of the current KPI detail on monthly basis.
• Contribute to the strategy of the future development of KPI’s and critical projects.

Ensure Service Procedures are utilized

• Service Department Procedures are utilized at all times by service department staff and management
• Continuous improvement of the procedure
• Continually monitor the ease-of-use procedures.

Repair Process Integration (RPI)

• RPI is successfully implemented in Nigeria.
• Implement subsequent changes recommended by Caterpillar after implementation.

Marketing of Service activities

• Liaise with the Service Operations Manager and identify service marketing needs.
• Agree Service marketing strategy and action plan with Service Operations Manager and Marketing function.
• Co-ordinate with marketing function to ensure that marketing needs are adequately covered, and service has representation at every given opportunity.
• Receives call from Customer Service Advisor and/or MS Teams channel invite.
• Validates customer issues and conducts the initial analysis from MS Teams channel data.
• Gathers Remote Services (RS) data making effective and efficient use of CAT remote service tools.
• Conduct customer MS Teams meeting in order to gather remote inspection data.
• Conduct in-depth data analysis using special tooling for solution determination from root cause and parts needed.
• Implements Remote Solution Technician request/Customer Self Service
• Document Remote Diagnostic outcomes from Product Status Reports, advisory validation, CMA recommendations etc.

CONTACTS

• Internal: Product Support team, Service team, and Prime Product Sales
• Group: Group CoE support team
• External: Customers

Job Requirements

Education:

• Degree in Mechanical/Electrical Engineering

Experience:

• A minimum of 2 years’ experience in service - Field service would be beneficial.

Tools and Technologies:

• Strong computer skills (e.g. Microsoft office package)
• CAT Systems (e.g. SIS, TMI, SIMSi, VisionLink,)
• In-house software (e.g. ManPRO, Salesforce)
• Product Link
• SOS Reports
• CTS Reports
• ET Product Status Reports
• CAT Inspect reports
• CAT Foresight

ENVIRONMENT

• Financial Impact:
• See annual work plan.
• Hazards:
• Extensive and regular traveling by road, air, and water.