AXLSoft Staff, Our Most Important Assets.
We seek personnel who can think for themselves, present and conduct themselves professionally and assertively, listen carefully to the needs of the customer, analyze each situation and take action based upon best practices. The right person is one who can stick his head up above the rest right when it's needed, but not keep it there all of the time.
Job functions include:
| Workshop Technician | Call Centre Technician | Field Technician |
| Systems Engineer | ||
| Accounts Manager | Office Manager / Personal Assistant | Sales Executive |
| General Manager |
Staff should act in accordance with the AXLSoft Code of Conduct.
The job description for a Workshop Technician could be described as follows:
| * | respond to customer phone calls and drop-ins assertively, clearly and concisely; |
| * | discuss matter with customer & strive for resolution within bounds of AQF skill level (level one/two); |
| * | if level three and above intervention required, inform customer of next step(s) and make contact with appropriate office personnel and have matter elevated; |
| * | be prepared to offer general sales-related advice on upgrades/replacements, offer to pass the contact through to sales. |
The job description for a Call Centre Technician could be described as follows:
| * | respond to customer phone calls assertively, clearly and concisely; |
| * | if support-related, discuss matter with customer & strive for resolution within bounds of AQF skill level (level one/two); |
| * | if level three and above support-related, inform customer of next step(s) and make contact with appropriate field and/or office personnel to have matter elevated; |
| * | if generic sales-related, field customer requirements; offer website-based systems price lists & options; |
| * | if specific sales-related, offer to walk through requirements using quoting component of the online system; |
| * | if complaint-related, be prepared to discuss the matter concisely, courteously, thoroughly, seek a win-win outcome, be prepared to elevate the issue to management, informing the customer of the probable next step(s); |
| * | document customer call subject matter and outcome promptly in the caller logbook in the online system. |
The job description for a Field Technician could be described as follows:
| * | respond to customer questions and observations assertively, clearly and concisely; |
| * | discuss the specific issue with customer & strive for resolution within bounds of AQF skill level (level three/four); |
| * | if level five and above support-related, inform customer of next step(s) and make contact with systems engineer and/or office personnel to have matter elevated; |
| * | if generic sales-related, field customer requirements; offer website-based systems price lists & options; |
| * | if specific sales-related, offer to walk through requirements using quoting component of the mobile or online system; |
| * | if complaint-related, be prepared to discuss the matter concisely, courteously, thoroughly, seek a win-win outcome, be prepared to elevate the issue to management, informing the customer of the probable next step(s); |
| * | document site visit in the site log including hours spent, components used/removed recording serial numbers, and furnish a copy of the site support record signed by customer; |
| * | document site visit outcomes promptly in the caller logbook in the online system. |
The job description for a Systems Engineer could be described as follows:
| * | maintain integrity of customer systems documentation in the online system; |
| * | design and document systems and network infrastructure in line with customer and management requirements; |
| * | liaise with product vendors and external systems engineering staff on product design, implementation and rectification issues; |
| * | when dealing with customers directly, respond to questions and observations assertively, clearly and concisely; |
| * | discuss the specific issue with customer & strive for resolution within bounds of AQF skill level (level four/five); |
| * | if necessary, elevate the issue to the product vendor(s) and inform customer of next step(s); |
| * | if generic sales-related, field customer requirements; offer website-based systems price lists & options; |
| * | if specific sales-related, offer to walk through requirements using quoting component of the mobile or online system; |
| * | if complaint-related, be prepared to discuss the matter concisely, courteously, thoroughly, seek a win-win outcome, be prepared to elevate the issue to management, informing the customer of the probable next step(s); |
| * | document site visit in the site log and furnish a copy of the site support record signed by customer; |
| * | document the outcome promptly in the caller logbook in the online system; |
| * | maintain the AXLSoft.com web presence including domain email functions; |
| * | carry out other duties as directed. |
The job description for an Accounts Manager could be described as follows:
| * | perform the duties of Accounts Manager within bounds of AQF (level four/five) as follows: |
| * | maintain the integrity of customer accounts documentation in the online system; |
| * | liaise with customers on accounts issues; |
| * | maintain the integrity of vendor accounts documentation in the online system; |
| * | liaise with vendors on accounts issues; |
| * | maintain records of general accounts such as purchases and expenditure, GST and other accounting categories; |
| * | liaise with the Australian Tax Office, ASIC, appointed accountant(s) and other Tax professionals on accounting and compliance issues as legislated; |
| * | seek the settlement of accounts from debtors as and when required; |
| * | negotiate settlement of accounts with vendors as and when required; |
| * | carry out other duties as directed. |
The job description for a Sales Executive could be described as follows:
| * | perform the duties of Sales Executive within bounds of AQF (level three/four) as follows: |
| * | maintain the integrity of product specification and pricing documentation in the online system; |
| * | maintain regular contact with customers regarding product requirements; |
| * | maintain the integrity of vendor documentation in the online system; |
| * | liaise with vendors on product specifications, availability and pricing; |
| * | liaise with field engineering and support staff on customer hardware and software requirements; |
| * | maintain contact with AXLSoft.com web site editor(s) ensuring that existing and new-line products are accurately represented. |
The job description for an Office Manager/Personal Assistant could be described as follows:
| * | perform the duties of Office Manager within bounds of AQF (level five/six) as follows: |
| * | maintain General Manager's schedule in accordance with company and customer requirements; |
| * | liaise with executive staff elevating issues to GM's attention where appropriate; |
| * | maintain the schedule of staff training and professional development in the online system; |
| * | liaise with systems engineers, sales executives and field technicians to maintain field work schedule in the online system; |
| * | carry out other duties as directed. |
The job description for a General Manager could be described as follows:
| * | perform the duties of General Manager within bounds of AQF (level six/seven) as follows: |
| * | supervise the performance of corporate investments and other financial interests; |
| * | liaise with executive and support staff at regular intervals to maintain a clear line of communication throughout the organization; |
| * | oversee the performance of executive staff; |
| * | supervise the performance of office manager and executive staff; |
| * | provide leadership and example to all staff members. |
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