Roles & Responsibilities

• To provide outdoor IT hardware service and support on printers for corporate customers
• To diagnose, troubleshoot and repair or printers/ copiers
• To update customer of service performed on their equipment upon attending to customer schedule.
• Ensure proper parts handling and movement within the team during transit to customers.
• Work closely with dispatchers, leads and supervisor to ensure all jobs are completed and closed timely.
• Timely escalation to supervisor on customers’ satisfaction issues and technical challenges
• Timely, Proper and accurate accounting of parts.  This includes but not limited :

• All unused, defective and that are dead-on-arrival parts, etc. be returned within the next business day after job completion
• All parts to return in the original box with original packaging material to eliminate potential in-transit damage
• To ensure all parts returned (whether unused or customer defectives) matches the part usage code updated in the system
• Diligently identify all parts that are damaged by customer prior to replacement
• Parts requested are to be used for designated repair job only and not to be mixed with other repair jobs

• Should the Company require to compensate customers on misuse, discrepant or damaged parts due to negligence of staff, the company reserves the right to seek reimbursement for such mishandling
• Adhere to coding guideline and diagnostic compliance set forward by company from time-to-time
• Ensuring BFT and SLA are met

• Other adhoc task as assigned.

Requirements

• Minimum NITEC (technical field) or equivalent certification with at least 1 year working experience
• Relevant product/company knowledge.
• Basic analytical and communications skills
• Ability to maintain ongoing relationships with customers, peers and support partners