Latest Jobs at Mantrac Nigeria Ltd

Job Summary

• 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 and 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.

Responsibilities

• Investigate and resolve customer complaints with a focus on achieving customer experience satisfaction in a most professional manner.
• Handle customer calls and messages forwarded from the Call Center and Technical Talk 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 MANTIS 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 old Work Orders.
• Performing more detailed machine checks using CAT Service Data to be able to 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.

Requirements

• Education: Degree/Diploma 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 a high degree of inter-personal, good written and spoken English and must be computer literate.

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Job Summary

• To provide continual development of the Nigeria technology project. 
• Ensure continual process improvement takes place and that procedures are adhered to. Co-ordination and administration of Performance Indicators.
• Provide full support to the Service Operations Manager on further projects. Implementation of RPI-Repair Process Integration. 
• Co-ordinate and administer development training in conjunction with the Service Operations Manager to ensure correct coverage.

Responsibilities

• Analyze condition monitoring data (e.g. S·O·S, inspections, electronic data, site condition of equipment).
• Provide equipment and/or operation recommendations to customer-facing Dealer representatives derived from condition monitoring data.
• Provide emergency recommendations to the customer.
• Build collaborative relationships with other condition monitoring personnel (e.g., S·O·S Intern and customer-facing Dealer representatives (e.g., PSSR, MSR, EMC, ISR)).
• Use software tools (e.g., Microsoft Excel, Access) to analyze condition monitoring data.
• Use the Dealer’s business system to extract customer and equipment history.
• Provide information for condition monitoring lead tracking and resolution.
• Prepare written reports and recommendations as required by Mantrac.
• Communicate verbal recommendations as required by Mantrac.
• Manage 2G/3G conversion project achieving set target.

Requirements

• Education: Degree/Diploma 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.