External Maintenance Administrator

Purpose of the Role

To coordinate, schedule, and track all external maintenance service activities. This role ensures all service requests are handled efficiently, technicians are dispatched accurately, spares are managed proactively, and customers receive responsive communication throughout. The administrator also supports sales coordination, data tracking, and plays a key role in ensuring SLA compliance and customer retention.

Key Responsibilities

· Receive, log, and triage service requests (calls, emails, WhatsApp).

· Coordinate technician scheduling and ensure dispatch with correct van-stock.

· Track SLA performance: response time, resolution time, remote fix %, first-time fix %.

· Ensure all service job cards are captured and closed on Skynamo (spares issue & posting).

· Quotes and invoicing of spares and completed service jobs.

· Order local spares for machinery under direction from Dirk.

· Order machines from local suppliers under direction from Gillome.

· Capture machinery sales into the central tracking spreadsheet.

· Receive and capture import machinery and spare parts.

· Execute and document inter-branch requisitions and transfers.

· Perform monthly cycle counts and support annual stock takes.

· Track service history and warranty status for all machines in the market.

· Cold call existing customers to check satisfaction and identify new needs.

· Remind customers of upcoming services to drive proactive callouts.

· Maintain and file all signed job cards and customer communications.

· Escalate delayed cases, high-risk customers, or repeat failures to Dirk.

Key Performance Indicators (KPIs)

· 100% of service requests logged within 30 minutes.

· ≥ 98% SLA compliance on response and resolution times.

· ≥ 80% accuracy of van-stock dispatch per job.

· 100% of service job cards were captured and closed in Skynamo.

· 100% quote turnaround within 48 hours.

· 100% accuracy in inter-branch stock transfers and requisitions.

· 100% customer service reminders logged monthly.

· 100% up-to-date machinery sales tracking.

Skills and Attributes Required

· Strong coordination, communication, and multitasking abilities.

· Customer-focused with professional and calm demeanour.

· Detail-oriented and proficient in Excel/Google Sheets and Skynamo.

· Basic understanding of machinery types, spares, and service cycles.

· Ability to follow escalation protocols and prioritize tasks effectively.

· Self-motivated with strong

Job Requirements

Minimum Qualifications

• Matric (Grade 12) is essential.
• Post-matric qualification or certificate in Office Administration, Supply Chain, or Technical Services (advantageous).

Experience

• Minimum of 2 years’ experience in a service coordination, technical administration, or maintenance support role.
• Experience in a fast-paced environment coordinating field technicians or external service teams preferred.
• Prior exposure to machinery, technical spares, or aftersales support will be advantageous.

Technical Skills

• Proficient in MS Excel and/or Google Sheets for data tracking and reporting.
• Experience using service/job tracking software (e.g. Skynamo or similar platforms).
• Working knowledge of basic stock control, inventory transfers, and requisitions.

Competencies

• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Effective written and verbal communication skills in English.
• Customer service orientation with a professional and calm approach.
• High attention to detail and accuracy.
• Analytical thinking with the ability to spot trends or recurring issues.
• Capable of following processes and escalation protocols diligently.

Other Requirements

• Willingness to make outbound customer calls and follow up on outstanding actions.
• Must be able to work independently and take initiative in managing day-to-day tasks.
• Reliable, punctual, and committed to maintaining high service standards.

Job Type: Full-time

Pay: R8 000,00 - R10 000,00 per month

Work Location: In person