Hybrid Field Service Technician at Altron

Title

Field Service Technician

KEY RESPONSIBILITIES:

New Installations and Service Calls (Maintenance)

• Perform installation, configuration, and maintenance of all Altron Fintech products, including DebiCheck, POS, MPS, NuCard, and E-Commerce systems.
• Responsible for installing and maintaining Delfin products, as well as performing replacements and repairs of Data Card printers.
• Ensure that all technical tasks are completed efficiently and meet customer expectations.
• Prepare equipment prior to installation to ensure it is fully functional and ready for deployment at client locations.
• Installing electronic equipment i.e., signature pads, Fingerprints, and internal software on local computers.
• Troubleshooting problems with Delfin products.
• Provide on-site training to clients on the proper use and maintenance of installed equipment and software.
• Offer ongoing technical support and troubleshooting for Altron Fintech customers, including outsourced clients
• Assist various departments with technical related queries.
• Scheduling appointments.
• Adhere to Service level agreements
• In-depth knowledge on all Altron Fintech products
• Knowledge on external admin providers and how they integrate with NuPay products
• Knowledge on 3rd party connectivity providers, for example Huge Connect and GDSP
• Training of new employees on the above
• Maintain accurate records of equipment inventory, ensuring proper stock levels and timely ordering of supplies.
• Oversee the handling and tracking of stock related to installations and replacements
• Complete necessary documentation and reporting related to installations, maintenance, and client interactions.
• Ensure all service tickets and client feedback are logged and addressed appropriately.

CORE RESPONSIBILITIES:

Product Installations and Maintenance:

• Install, configure, and maintain Altron Fintech products, including DebiCheck, POS systems, Managed Print Services (MPS), NuCard, and E-Commerce solutions.
• Install and maintain Delfin products, as well as replace and repair Data Card printers.

Customer Support and Training:

• Provide on-site technical support and troubleshooting for customers.
• Train clients on the proper use and maintenance of installed equipment and software.

Equipment Preparation:

• Prepare and test equipment before installation to ensure functionality and readiness for client deployment.

Stock Management:

• Manage and control inventory, ensuring accurate stock levels and proper handling of equipment and supplies.

Administrative Duties:

• Maintain detailed records of installations, services, and customer interactions.
• Complete service tickets, documentation, and reporting as required.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Logistics (Technical) team
• Account Managers
• Contact centre
• Administration clerks
• Sales Team

Reasons for Interaction:

• Service call and install allocations, knowledge sharing.
• Customer queries and information.
• Call logging information and customer queries.
• Submission of job sheets for billing and stats.
• To provide updates on logged calls and installations.
• To advise Account Managers and sales consultants on any requests/challenges from merchants that’s outside the scope of the technical department.

External:

• Altron Fintech Merchants
• Courier services
• 3rd party connectivity providers
• Delfin Contact Centre
• 3rd party admin providers

Reasons for Interaction:

• Installations, maintenance, and training.
• Query deliveries/couriers.
• To configure Huge Connect pads.
• To assist merchants in getting their ADSL configured to enable connectivity to terminals
• Assistance from Delfin contact centre

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric
• A qualification in the fundamentals of IT or A+/N+ certifications would be advantageous

Professional Qualifications

• Customer service/care course will be advantageous.

Years of Experience

• Experience using POS devices/terminals will be advantageous.
• Experience in field service-related activities will be advantageous

Other requirements

• A valid South African driver's licence (non-negotiable)
• Reliable Own vehicle (non-negotiable)
• Working knowledge of POS systems will be advantageous.
• Some knowledge of admin systems that integrate with NuPay systems will be advantageous
• Customer service focused
• Must be able to assist merchants from diverse backgrounds
• Fluency in English is mandatory.
• Fluency in a second language such as Zulu would be advantageous.
• Strong oral and written communications skills.
• Organisational and prioritisation skills.
• Excellent administration skills with strong attention to detail.
• Technology and system savvy (Computer literate).
• Knowledge of Microsoft Office
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining prominent levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement.
• Must be a team player.
• Must be able to work under pressure.
• Must be punctual and reliable
• Travel within the country on sleep outs (generally 2-4 days per week).
• Adaptability.
• Analytical skills.
• Effective time management.
• Must be willing to work overtime when required.
• Self-motivated.
• Be able to go on long trips around South Africa and neighbouring countries, sleeping out in different regions (sleep outs are usually 2-5 days depending on the areas).

Education

Languages

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