Technical Support Coordinator

Join CIRO Full Service Beverage Company (Pty) Ltd, South Africa's largest manufacturer of pure coffee, and be part of an industry leader known for innovation and quality. We offer a fast-paced, collaborative environment where your contributions are valued and your growth is supported. At CIRO, we thrive on delivering excellence, embracing diversity, and creating an inclusive community. Whether you’re passionate about coffee, customer service, or technical expertise, CIRO offers diverse opportunities to build a rewarding career. If you’re ready to make an impact and grow with us, we’d love to hear from you!

An exciting opportunity exists for a TECHNICAL SUPPORT COORDINATOR to join the Ciro Technical Team in Meadowdale.

Reporting Structure:

• Reports to: National Call Centre Manager

Key Areas of Impact:
Fielding Customer Calls

• Assist Customers(internal or external) in a professional friendly and effective manner
• Resolve Customer calls telephonically, using their Technical skills, experience and Q Cards
• Email these resolved calls to the customer and keep a record of these calls.
• Opening job cards in SAP, ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recorded.
• Responsible to follow up on open job cards (updates, returns etc.).
• Capture relevant and accurate information on the job card which will assist the service technician when preparing for his call.

Managing Field Service Calls

• Tracking Technician progress throughout the day by monitoring incoming completed calls
• Monitor incoming calls throughout the day and route to available technicians where possible
• Rerouting Technicians and/or calls in order to ensure all calls will be completed without “over utilizing” a technician.
• Monitor incoming calls to ensure technician comments are accurate and complete.
• Reroute all updates/Returns for the following day.
• Inform Customers when we cannot meet our deadlines or attend to their calls timeously.
• Coordinate Installations and Upliftment of equipment with sales department.
• Compile customer quotations for equipment repairs when required by technicians.

Spares

• Liaise with stores to ensure outstanding job cards due to spares waiting get resolved and escalate to management.

Experience:

• 3 years’ experience in a technical administration and customer focused role
• Technical Repair and Field Service experience will be advantageous

Qualifications:

• Grade 12 / Matric
• Equipment Specific and completed coffee course will be advantageous

Knowledge:

• Microsoft understanding
• Exposure to ERP systems

Competencies:

• Thinking creatively
• Building relationships
• Staying composed
• Working together
• Attention to detail
• Meeting deadlines
• Embracing change
• Documenting facts

Take the Next Step with AVI Limited

CIRO offers a dynamic environment were quality and innovation in coffee drive success. Join a team that’s passionate about excellence, our South African roots, and delivering exceptional coffee experiences. Together, we’ll shape the future of coffee in South Africa and beyond. Join us and bring your passion for coffee and innovation to a team that celebrates growth, excellence, and collaboration.