Maintenance Contact Centre Agent

We are looking for a Maintenance Contact Centre Agent who will coordinate and authorise vehicle maintenance and repair activities to ensure minimal fleet downtime, effective cost control and optimal vehicle availability. The role acts as a central liaison between suppliers, internal departments and fleet customers, reviewing maintenance requests, scrutinising quotations and authorising repairs in line with our policies, technical guidelines and delegated authority. The incumbent contributes to operational efficiency, cost optimisation and service excellence by applying technical judgment, monitoring supplier performance and ensuring maintenance activities are completed within agreed service level agreements (SLAs).

Key Performance AreasVehicle Maintenance Authorisations and Repair Coordination

• Receive and assess maintenance authorisation requests from service providers.
• Capture and load maintenance quotations into the fleet management system.
• Scrutinise repair quotations to determine the validity and necessity of repairs.
• Apply technical judgement to determine whether repairs fall within warranties, service plans or customer liability.
• Issue authorisation numbers to suppliers once approval has been granted.
• Liaise with Technical Advisors to validate repair requirements where required.
• Manage warranty claims, goodwill repairs and service plan allocations.
• Ensure repairs comply with vehicle manufacturer specifications.
• Coordinate repair bookings with authorised service providers.
• Follow the downtime management process to minimise vehicle downtime.
• Process all authorisation requests within agreed turnaround times.
• Monitor open repair cases through to completion.
• Escalate complex or high-value repair requests to the Team Leader.
• Maintain accurate records of all authorisations and repair activities.

Cost Control and Supplier Management

• Analyse maintenance requests and quotations to identify unnecessary repairs.
• Negotiate competitive pricing on parts, labour and services with suppliers.
• Monitor repair costs to ensure market-related pricing.
• Identify warranty and goodwill repair opportunities to minimise costs.
• Evaluate maintenance expenditure against fleet benchmarks.
• Collaborate with Procurement and Technical Advisors to optimise supplier utilisation.
• Monitor supplier pricing trends and identify cost-saving opportunities.
• Promote cost efficiencies through effective supplier management and early settlement opportunities where applicable.

Administration, Case Management and Reporting

• Capture all maintenance authorisation requests accurately on the fleet management system.
• Update case records with repair progress and supporting documentation.
• Record all telephone, email and supplier communications.
• Follow up on outstanding authorisations and maintenance requests.
• Track repair progress to ensure completion within agreed turnaround times.
• Monitor outstanding Maintenance Rebilling Authorisations (MRAs).
• Compile reports relating to maintenance authorisations, repair costs and vehicle downtime.
• Monitor supplier performance against agreed Service Level Agreements (SLAs).
• Maintain accurate electronic records and supporting documentation.

Quality Assurance and Compliance

• Adhere to Maintenance Contact Centre Standard Operating Procedures (SOPs).
• Ensure all maintenance authorisations comply with company policies and procedures.
• Maintain documentation required for ISO and internal audits.
• Ensure accurate maintenance records are maintained at all times.
• Participate in quality assurance reviews and internal audits.
• Operate within delegated authority and approval limits.

Customer and Stakeholder Service

• Provide timely feedback to customers and internal stakeholders regarding repair progress.
• Maintain effective communication with service providers and suppliers.
• Respond professionally and efficiently to maintenance-related enquiries.
• Build and maintain positive relationships with internal and external stakeholders.
• Escalate operational issues that may negatively affect service delivery.

Minimum RequirementsQualifications

• Certificate (NQF Level 5) in Call Centre Operations, Customer Service or Automotive Administration.
• National Diploma (NQF Level 6) in Automotive Management, Mechanical Engineering or Fleet Management will be advantageous.
• Trade Qualification in Automotive Repair or Motor Mechanics will be advantageous.

Experience

• Minimum of 2 years' experience in a call centre, fleet advisory or customer service environment.
• Basic understanding of vehicle maintenance and repair processes.
• Minimum of 2 years' experience in fleet management, vehicle maintenance authorisations or a motor mechanical environment will be advantageous.
• Experience working with fleet maintenance systems and dealership networks will be advantageous.

Knowledge and Skills

• Knowledge of vehicle maintenance processes and repair procedures.
• Understanding of warranties, service plans and vehicle maintenance authorisations.
• Strong analytical and problem-solving abilities.
• Negotiation and cost control skills.
• Excellent customer service and communication skills.
• Sound administrative and record-keeping abilities.
• Computer literacy with experience using fleet management systems.
• Ability to work under pressure while managing multiple cases simultaneously.
• High level of accuracy and attention to detail.
• Strong organisational and time management skills.

Competencies

• Customer Focus
• Technical Judgement
• Cost Consciousness
• Decision Making
• Planning and Organising
• Attention to Detail
• Accountability
• Teamwork
• Communication
• Problem Solving
• Resilience
• Integrity

Job Types: Full-time, Permanent

Pay: R14 000,00 - R29 000,00 per month

Work Location: In person