Our client is a worldwide well-known and highly respected brand in the electronics industry. With expansion to their business, we have now an opportunity for an experienced Technical Support Officer to join the team.
This role is responsible for providing quality technical supports and services for B2B/ Enterprise customers. Primary product category for this position to handle will be LED signage video wall but other types of commercial display products such as large format display, Hospitality screen with IP TV solution and Monitor products will also be its responsibility. Executing service processes for eligible B2B customers including warranty repair, RMA process, managing escalations. Keeping operational visibility and transparent reporting skill to management team is required.
About the role:
- Overall responsibility for technical support on Smart LED signage and Commercial Display products to design specifications and quality standards.
- Running LED module RMA process & executing in-house repair.
- Analyse and Execute Repairs on warranty parts as required and guide service partners in troubleshooting AD-HOC maintenance services.
- Perform Service Order bookings and organise shipments to repair centres and service partners.
- Perform assembly of fine electronics components, testing and calibration of B2B products
- Maintain Visibility of routinely tasks as following:
- Record and document technical service issue thoroughly and accurately into the B2B system at the point of first and every interaction with the Channel and or end Enterprise customer
- Data entry of channel and end Enterprise customer details in to B2B systems by location, product/device/serial number and service level
- Record repaired product analysis report and parts utilised.
- Maintain stock levels to accommodate in-house repairs and order replacement parts for end customers.
- Level 1 technical support & escalate/discuss with Level 2 Support teams as required
- Manage customer enquiries from start to finish
- Assist Service Partner for Service Order cases
- Qualification in Electronics/Electrical or related field(Diploma is good)
- 1+ years of experience as a graduate or technician or similar is desirable.
- Have basic proficiency in electronic products, components and soldering.
- Ability to work independently and as part of a team
- Excellent Communication skills and Good working knowledge of Excel
- Attention to detail and strong problem solving skills
- Adapt to changing priorities in work environment
- Willing to learn stay up-to-date with new technologies
- Strong commitment to safe work environment
The perks:
- Onsite parking
- Generous employee discount
- Discounts across over 400 retail partners
- Access to online wellness portal
- Heavily discounted gym membership
- Onsite wellness and relaxation room
Call Juma for a confidential discussion on 0413 051 365
At people2people and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.
