Brief Overview of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
* To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
* To ensure all tickets are managed and updated appropriately
* To return all parts in a timely manner via returns process with appropriate paperwork.
* Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits
* To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
* To build a good and professional relationship with customers onsite.
* To engage with other Team members.
* To escalate any issues or areas for quality improvements to their Team Leader
* To follow all departmental procedures as specified by the Team Leader/ODM
* Regularly attend daily calls/team meetings
Critical Success Factors
1. Ability to diagnose and troubleshoot effectively to minimise customer downtime.
2. Ticket Management - protecting SLAs and management of open tickets
3. Consistent level of customer satisfaction measurable with Customer Satisfaction returns
4. To manage parts/stock alloc...