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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
2
Professionals
Sub-Major Group
21
Science and Engineering Professionals
Minor Group
218
Mining, Manufacturing and Construction Professionals
Unit Group
2182
Manufacturing Professionals
Minor Unit Group
MASCO Code
2182-05
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Technical Service Adviser provides technical guidance and support to customers and internal teams regarding specific products, services, or technologies. The role acts as a liaison between service users and technical personnel, managing service enquiries, advising on appropriate solutions, coordinating service activities, and monitoring issue resolution to ensure effective and timely outcomes. They ensure clear communication and consistent service standards while facilitating the efficient delivery of technical support.
Tasks
Engage with customers to identify and assess their technical service needs, enquiries, and concerns.
Record customer-reported issues accurately and translate them into clear technical information for service personnel.
Prepare service orders and coordinate with technical teams to ensure timely and effective service delivery.
Provide customers with updates on service progress, estimated costs, and expected completion timelines.
Advise customers on suitable maintenance services, repairs, or technical solutions based on service requirements.
Manage customer feedback and complaints, and monitor issue resolution to ensure satisfactory outcomes.
Skills
Basic
Basic computer literacy, including proficiency in Microsoft Office.
Customer service orientation with attention to detail.
Excellent verbal and written communication skills.
Strong interpersonal skills for effective interaction with customers and technical teams.
Time management and organisational skills to handle multiple tasks under pressure.
Specific
Ability to interpret and communicate technical documentation clearly to customers and service personnel.
Ability to resolve customer technical service issues and support timely issue closure.
Competency in coordinating technical service activities and service workflow requirements.
Competency in warranty service processes and post-service follow-up.
Knowledge in quality management principles for maintaining consistent technical service standards.
Knowledge in technical systems and service requirements related to the products or equipment supported.
Proficiency in using diagnostic tools and technical service bulletins for issue identification and troubleshooting support.
Additional Info
QUALIFICATION
Diploma or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
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