Breakdown Administrator

Breakdown Administrator | Johannesburg

Breakdown Administrator

Eazi Access Rental | Operations / Breakdown Management |

Role Snapshot

Job Title

Breakdown Administrator

Also Known As

Breakdown Coordinator; Service Dispatch Administrator; Incident Coordinator; Field Service Administrator

Location

Johannesburg

Department

Operations / Breakdown Management

Reports To

Service and Maintenance Manager

Patterson Grade

B-Upper

Employment Type

Full-time; permanent

Role Purpose

Own and manage the end-to-end breakdown process for the region — from initial customer call through technician dispatch, job tracking, defect resolution, and close-out. Ensure rapid, coordinated response to breakdowns and defects to minimise customer downtime, maintain fleet compliance, and deliver against resolution targets.

Organisational Positioning

Direct Reports: None

Key Interfaces: Operations Manager; Branch Admin; Service & Maintenance Admin; General Admin; Field Technicians; External Service Providers; Customers; KAMs; Hire Desk

Key Responsibilities

1. Manage the entire breakdown process end-to-end: log calls, assign unique job references, dispatch technicians and service providers, track resolution, update customers, and close jobs with full documentation in ERP.

2. Allocate field technicians to breakdown jobs, optimising routing and time to minimise response times and maximise productive hours.

3. Manage defect resolution to ensure no machine with an expired load test remains on a customer site; escalate non-compliance immediately.

4. Capture rental stops and service exchanges in ERP; execute the full process workflow for each. Process OEM bulletins and warranty claims related to breakdowns.

5. Produce and distribute the daily breakdown report (open and closed jobs); review and report on weekly breakdown statistics including response time, resolution time, and repeat-failure trends.

6. Calculate technician productivity for breakdown work; verify overtime against the breakdown report. Participate in the after-hours standby roster. Act as backup for Service & Maintenance Admin.

Functional Competencies

• Incident management and dispatch — triaging, prioritising, and coordinating multiple concurrent breakdowns under time pressure with clear customer and technician communication.
• Urgency and responsiveness — service-recovery mindset where every breakdown is treated as a customer-impact event demanding rapid, decisive action.
• Data capture under pressure — accurate logging and documentation of breakdown events even during high-volume periods.
• Technician coordination — effective allocation of field resources to optimise response times, travel routes, and productive hours.
• Compliance focus — vigilant monitoring of load test expiry and defect status to ensure no non-compliant machines remain in service.
• Reporting and trend analysis — compiling breakdown statistics and identifying repeat-failure patterns for proactive intervention.

Key Performance Indicators (KPIs)

• Breakdown response time: technician dispatched within the target window (2 hours critical, 4 hours standard).
• Resolution cycle time: average time from breakdown logged to job closed — trending down quarter-on-quarter.
• Load test compliance: zero machines with expired load tests on customer sites; defects escalated and resolved within 24 hours.
• Daily reporting: breakdown report distributed by the defined cut-off time every working day.
• Documentation: 100% of breakdown job cards scanned and attached to ERP within 48 hours of closure.
• Customer communication: status updates provided within agreed intervals during extended breakdowns.

Technical Skills & Tools

• ERP system proficiency — breakdown logging, rental stops, service exchanges, job-card management (D365 preferred) [Required]
• Microsoft Office Suite (Excel for breakdown tracking and reporting, Word, Outlook) [Required]
• Working knowledge of MEWP and access equipment types, common failure modes, and service requirements [Required]
• Understanding of load test requirements and OHS Act compliance for access equipment [Required]
• Experience with field-technician dispatch and logistics coordination [Preferred]
• Familiarity with warranty claim processing and OEM bulletin management [Preferred]

Qualifications & ExperienceEducation

• Grade 12 / Matric [Required]
• Diploma or Certificate in Business Administration, Logistics, or equivalent [Preferred]

Experience

• 3+ years in breakdown coordination, service dispatch, or operational administration [Required]
• ERP-based job logging and work-order management (D365 preferred) [Required]
• Experience in equipment rental, mining services, construction, or industrial-services environment [Preferred]
• Exposure to field-technician management, scheduling, and after-hours service coordination [Preferred]

Language Requirements

• English (fluent, written and verbal) [Required]
• Zulu or Afrikaans (conversational) [Preferred]

Working Conditions

Travel

Minimal; primarily branch-based

Physical Demands

Office-based; may require occasional site visits for breakdown escalation

Hours

Standard office hours; participation in after-hours standby roster on rotation

Location Type

Branch office — Durban

Standby

Yes — after-hours standby roster (rotational); primary after-hours breakdown contact

Additional Information

Patterson Grade / Job Level: B-Upper

Employment Type: Full-time

Work Location: In person