Description:
Operations
- Responsible for executing jobs in line with defined standard operating procedures
- Install, Maintain, Diagnose, Troubleshot, configure, integrate the assigned products and solutions
- Execute service deliveries, track & document the progress until completion, escalate next level incase required assistance.
- Ensure timely delivery of project/service deliverables to customer.
- Educates customers in the technical use and care of the equipment thereof.
- Responsible for executing an effective root cause analysis of a product issue, with the goal to identify the proper parts to be used and determine the appropriate solution.
- Responsible for a proper management of the work order (i.e. including all requested information based on assigned standard operating procedures)
- Keep themselves up-to-date with industry standards and latest respective product upgrades and technologies.
- Ensure timely closure of assigned service calls & escalations
- Escalate problems and reassign calls when appropriate
- Ensure all work-related equipment and vehicles are utilized and maintained in a safe and responsible manner, ensuring all work-related tasks are performed in compliance with brand guidelines and appropriate Health &
- Safety legislation
- Analyses customer complaints and recommend fastest and permanent solutions to customer problems.
- As team player participate actively in periodic reviews with customers/teams.
- Identifies innovative opportunities for improvement and makes constructive suggestions for improvements particularly those related to customer service/project delivery & control.
Education and Qualification
- Diploma / Degree in Electronics & communications or similar
- Mechanical / electronic engineering skills
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Work Experience
- 3-5 years’ experience in a similar role
- Ability to troubleshoot, test, repair and service technical equipment
- Knowledge and ability to work with mobile tools and applications
- Experience in IT networking is advantage
Skills and Abilities
- Management of service orders
- Repair business expertise
- Management of client requests and complaints
- Transparency, intellectual openness and teamwork
- Demonstrates sound English communication skills
- Adept in business email communication with ability to generate proper report
- Ability to work under pressure, manage resources, case study & report writing.