Installation and Services Technician / Job Description
TallOrder Point of Sale is seeking an experienced Installation and Service Technician to join our team in Cape Town. Reporting to the Professional Services Manager, the Installation Technician will play a crucial role in providing exceptional service to our customers.
As Installation and Service Technician you will need to manage your customer installations as well as training and service requests from quote generation to closure and sign off.

Responsibilities include (but are not limited to):
– Meet and exceed service and installation targets.
– Follow up on professional service leads to secure orders with these prospects.
– Prospecting and signing service orders with guidance from the Professional Services Manager.
– Sourcing professional services opportunities through customer meetings and retention calls
– Understanding customer needs and requirements to offer a solution. This position requires a candidate who can understand what a client is looking for and has the ability to provide a technical solution.
– Capturing calls and quotes on our customer relationship software.
– Follow up on quotes and customer needs regularly.
– Ability to explain and demonstrate the TallOrder feature set. 
– To be able to explain the advantages of the unique features within the software.
– Relationship building.
– Process orders/quotes via email or phone.
– Produce monthly service reports.
– Communicate important feedback from customers internally.
– Interact with the sales team to understand the customer requirements prior to installation.
– Interact with customers to provide information, process inquiries, address concerns, and fulfil requests related to hardware and software.
– Conduct training sessions for customers on the use of hardware and software.
– Ensure that the client is properly trained before signing off on an installation.
– Follow installation procedures meticulously and ensure all administration and supporting documents are completed and filed.
– Provide support to customers throughout their business operations when required.
– Support will require you to assess and analyse the root cause of issues, gather customer information, and determine the appropriate solution.
– Identify and escalate priority issues as per client specifications.
– Adhere to standard processes and procedures.
– Promptly escalate any challenges experienced to the Professional Service Manager. 
– Regularly report back to the Professional Services Manager as required.
– Stay up to date with software and hardware changes as well as enhancements.

The above statements describe the general nature and level of work performed in this job. They are not intended to be an exhaustive list of all duties and indeed additional responsibilities may be assigned, as required.


Professional Service Manager