Job Purpose
The Technician is responsible for the installation, inspection, repair, and Preventive maintenance, troubleshooting of office Imaging Products at the customer site.
Job Responsibilities
Provide supervisory and technical support to customers regarding technical problems and ensure the Optimum Customer Satisfaction.
Attend the Service Calls within committed Response Time.
Ensure that follow-up work requirements are referred to the appropriate IT Administrators, Machine In-charge & Operators to enable necessary action and recommendations to customers.
Maintain Good Rapport with the IT Administrators, Machine In-charge & Operators.
Write technical reports, recording any customer complaints and forwarding to the responsible department.
Keep the machines up-to-date and provide training to customers when required during Installation of new equipment. Upgrade in time the Firm wares and modification kits as and when advised by Manufacturer.
Ordering of spare parts when required and follow up on the Pending Calls for Spares.
Focus on making a reasonable Estimation on non-contractual machines; and strive for Cost Savings on Contractual machines.
Seek for opportunities for Consumable Sales and Contract Conversions and provide the Leads to Service Manager.
Advise the Customer on Trade-in of their old equipment with a new one and submit the Equipment Sale Needs to the Service Manager.
QualificationsDiploma in Electronics Engineering or Diploma in IT from a recognised University or institution
Networking Skills, Configuration Skills
Technical Diagnostic skills
MS office, PLC Programming
Minimum 3-5 years of experience in relevant industry
Knowledge in customer service principles and practices are essential as well as some administrative procedures.
Excellent analytical and problem-solving skills
Must be familiar with all parts of the product as well as familiarity with electrical or mechanical procedures that may have effect on the products being purchased.
Excellent communication skills both written and verbal in order to relay the problem and solution to customers and top management.
Must be able to work without any direct supervision.#
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