Key Responsibilities:

Customer Service:

• Ensure the highest level of quality customer service to external and internal clients through quality workmanship, on time deliveries
• are done and correct orders are completed and delivered.
• Ensure that you are always polite, friendly and helpful to customers and staff.
• Develop the habit of excellence to ensure the delivery of superior customer service.
• Always wear clean presentable current corporate wear.

Level 1 Service Technician:

• Does the easier polyurethane one man work normally assisted.
• Performs one man fit on door and fixed glass.
• Has limited exposure to customers.
• The productivity standard is >260 points or approximately 4 job per day/ 70 Jobs a month.
• The assessment standard is a minimum of 80%.
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.

Level 2 One Man Service Technician:

• The service technician takes full responsibility for the jobs allocated.
• Interacts with and has exposure to customers
• Mostly does bonded work.
• Handles payment when required.
• Performs one man fitting on all normal vehicles e.g. Toyota Corolla. (If in the branch can be helped to lay the glass but essentially is
• fully responsible for the work he does,)
• The productivity standard is >300 points or approximately 5 jobs per day / 100 jobs a month.
• The assessment standard is >85%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three

Level 3 Auto Glass Service Technician:

• The service technician takes full responsibility for the jobs allocated.
• Is qualified to fit more difficult vehicles e.g. Audi A6.
• Interacts with customers on a higher level, can deal with complaints and difficult customers
• Handles payment
• Performs one man fitting on normal and advanced vehicles. (If in the branch can be helped to lay the glass but essentially is fully responsible for the work he does,)
• The productivity standard is >350 points or an average of 6 45 minute jobs per day for mobile fitters and 8 45 minute jobs for inside technicians
• The assessment standard is >90%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.

Level 4 Advanced Auto Glass Service Technician:

• The service technician takes full responsibility for the jobs allocated to him
• Performs one man fitting on more difficult vehicles e.g. S Class Mercedes
• Assists with the development and technical support of the service technicians and technicians in the Fitment Centre
• Interacts with customers and represents the company
• Handles payment
• Performs one man fitting.
• The productivity standard is >400 points or approximately 6-8 job per day / 125 jobs a month
• The assessment standard is >95%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.
• When performing work inside a Fitment Centre, there may be a requirement to take some responsibility and supervision of the floor of store or both depending on the size of the Fitment Centre.
• Performs basic duties of the Service Centre Consultant when needed.

Loading:

• Load according to works orders, precise size, correct glass, precise quantity.
• Make sure that there are documents for all glass products loaded and that the load is correct
• Ensure that the glass is clean and presentable, not damaged, correctly packed and tied to the vehicle.

Delivery:

• Follow schedule and meet lead times.
• Notify scheduler and customer of any delays.
• Offload glass onto swept area.
• Off load the full order.
• Pack the order neatly and carefully.
• Get PODs (Proof of delivery) signed by the customer.
• Collect any monies due on COD (Cash on Delivery) orders.
• Hand documents and money to office on return.

Reporting:

• Report back on a daily basis.
• Report all customer problems and or complaints to the Fitment Centre Manager/Senior CSC.
• Report all breakages/ damages to glass.
• Report any accident to Fitment Centre Manager/Senior CSC immediately.
• Report any vehicle problems and do standard weekly checklists on vehicle maintenance.
• Responsibility to report on any fraud to KPMG

Assist:

• Be willing an available to assist the Fitment Centre whenever needed or requested.

Housekeeping:

• Be presentable and maintain the PG Glass image.
• Take good care of equipment / tools as per the weekly checklist.

Safety:

• Adhere to all safety standards and procedures in that must conform to company regulations and traffic laws.

Driving:

• Ensure that you have a valid driver’s license.
• Ensure that the vehicle is always licensed.
• No vehicle abuse inter alia: fuel, speeding and personal use.

Educational Background:

• The minimum education requirement is a Grade 12.

Experience:

• At least 1-3 years’ experience for the Level 2-4 Advance Auto Glass Service Technician
• Technical expertise and product knowledge

Skills:

• Excellent Communication
• Excellent interpersonal skills – effective in handling and interacting with customers.
• Strong focus on customer service

Attributes:

• Self motivating and independent starter
• High energy to work in a fast pace environment
• Ability to work under pressure
• Complete today’s work today
• Drivers License
• Motor Vehicle
• Mobile Phone
• Ability to travel to work at any FC in region

• The minimum education requirement is a Grade 12.
• At least 1-3 years’ experience for the Level 2-4 Advance Auto Glass Service Technician
• Technical expertise and product knowledge