PURPOSE OF ROLE:

To provide technical support (including training) to dealers, repair centres, call centre and other internal departments

KEY OBJECTIVES

• To ensure that all new products are introduced successfully from a Technical perspective

• Manage Repeat Repair Rate in line with defined targets

• Deliver product and technical training to Service Engineers, contact centre and internal staff

• Carry out Service Engineer skill assessment and Certification

• Ensure FAQs PVI and knowledge generation is in line with defined targets

• Ensure Technical and PL reports are produced within the required timescales

• Ensure technical queries via all routes are responded to within the required timescales

• Monitoring product returns, report on findings and take appropriate actions

MAIN RESPONSIBILITIES

• Service New Product readiness

• Management of FAQs and Knowledge database

• Investigation in to reported PL cases

• Product quality analysis

• Product quality investigations

• Liaison with Factory, Sales Div and other subsidiaries regarding product quality issues

• Attendance and ownership of customer box opening inspections as required

• Service Centre support on hardware and software repair tools

• Technical Support to Service Centres, Call Centre and internal departments

• Coordination of replacement parts return to the factory

• Training service and call centre staff.> • Monitor Repeat Repair Rate, analyse and take corrective actions accordingly

Monitor Returns and warranty data to identify quality issues and act accordingly

ESSENTIAL SKILLS REQUIRED

• Qualified to HND level or equivalent in a technical discipline

• Computer literate.

• Proficient in MS Office applications

• Ability to fault find to component level.

• Able to produce/present training courses from schematic diagrams.

• Able to write concise technical reports

• Good telephone manner.

• Confident at presentations.

• Persuasive with good negotiation skills

• Able to multi task and manage diverse work load

• Analytical approach and excellent attention to detail