Service Administrator - Epiroc Equipment Ghana

The key responsibilities of this role consists of but not limited to the below:

• Administrator for SAP System – Customer invoice loading, Confirmation and invoice creation
• Administrator for MIM (B2C) and Docmine – Internal And External customer account set up, acess creation and handling all customer issues related to Docmine.
• Administrator for all service quote generation (within and outside West Africa) using BPCS Software and ensuring these quotes have reached the respective customer on time.
• Ensuring Supervisory Contract, Field Service Support and Component rebuild jobs are opened and followed up until closed and invoiced – Service-to-close internal processes.
• Processing of Purchase Orders in E-Purchase for department’s registered Service Providers
• Coordinating with Logistics/stores to ensure internal spares required for jobs are delivered and received on time to reduce breakdowns and also to meet repair deadlines.
• Monthly reports to Service Operations Manager. This includes Technician’s labour utilization, Net Invoiced Sales (NIS), Work in Progress (WIP), summary of monthly figures.
• Providing component WIP report updates to customers for their planning purpose
• Ensuring service reports are compiled and submitted in a timely and accurate manner
• Assisting in the continuous improvement of processes within the department
• Controlling and following up of debtors (receivables)
• Ensuring complete adherence to service to close internal processes – closure with positive outcomes
• Ensuring effective customer complaint management through collaboration and feedback.
• Keeping accurate records/data of Capital equipment in the field for update in Machine Online (MoL) and Warranty Online (WoL)
• Administrating all Machine Online duties – Commissioning, Updates from one level/status to another, decommissioning, transfer of machine between CCs,
• Managing approved warranty claims and jobs
• Preparing reports for machine population per customer for projections
• Offer MoL & WoL training for other system users within CC.
• Assist other internal divisions with information and/or statistics they require from MoL & WoL
• Demonstrating excellent customer care by conducting daily activities in a co-operative and professional manner to ensure customer needs have been met
• Any other responsibilities that may be assigned

Required Competencies:

• University Degree / Diploma in Computer Science / Engineering and/or Administration
• Has experience in field and workshop administrative duties especially in the mining sector
• Fluency in English
• Good knowledge in BPCS Software for quotes and job openings
• Computer literate – Advanced knowledge of Microsoft Office – excel, word, PowerPoint etc
• Ability to build strong and effective working relationships with both internal & external customers
• Having safety awareness astute
• Exceptional customer service skills
• Self-starter and assertive
• Strong communication skills
• High degree of attention to detail and accuracy

Behaviors – What would be successful behaviors for this position?

• Good Team player
• Proactive to actions
• Work under minimum supervision
• Good time management
• Friendly, positive, and enthusiastic approach to work
• Ability to work within a high-volume environment