Position: Service Administrator
Location: Midrand, Gauteng
Job Purpose:
To provide efficient general administrative support within the workshop environment and ensure that all multinational repair processes and Service Level Agreement (SLA) targets are met in line with set requirements.
Key Responsibilities:
Customer Satisfaction & Service Delivery
- Monitor and follow up on all incoming and active repair jobs
- Track and manage all active multinational RMAs (Return Merchandise Authorizations)
- Oversee the multinational RMA system, ensuring accurate ETA monitoring and system updates
- Manage spare parts backorders and allocations to meet repair turnaround times (TAT)
- Generate and analyze daily and weekly RMA reports; provide detailed feedback to both management and vendors
- Provide consistent follow-ups on repair ETAs, keeping customers informed and systems updated
- Deliver accurate, professional, and courteous customer service
- Collaborate effectively with internal departments to ensure smooth service operations
- Maintain effective filing systems to support all administrative functions
- Adhere to internal policies and procedures while maintaining a high standard of customer service
- Ensure all multinational spare parts are issued to technicians, and used or defective parts are returned within the required TAT
Qualifications & Experience:
- National Senior Certificate / Grade 12
- Previous administrative experience (advantageous)
- ITIL Foundation certification (advantageous)
- Minimum of 2 years’ experience working with SLAs
- Proficient in Microsoft Word, Excel, and Outlook
Skills & Competencies:
- Solid understanding of administrative workflows and internal business processes
- Strong customer service orientation
- Excellent written and verbal communication skills
- Professional telephone manner and email etiquette
- Basic computer literacy, particularly with Microsoft Office applications
