Senior Technician

OBJECTIVE

This role is responsible for conducting technical maintenance and repairs on equipment and property structures with a dedicated focus on customers' needs. Undertakes routine tasks of checks and actions ensuring that malfunctions are avoided and proper reporting of incidents and instances are to be followed. Supports the installation of visual merchandising or brand set up as per arising divisional requests.

KEY RESPONSIBILITIES 

• Responsible for executing jobs in line with defined standard operating procedures
• Install, Maintain, Diagnose, Troubleshot, configure, integrate the assigned products and solutions
• Execute service deliveries, track & document the progress until completion, escalate next level incase required assistance.
• Ensure timely delivery of project/service deliverables to customer.
• Educates customers in the technical use and care of the equipment thereof.
• Responsible for executing an effective root cause analysis of a product issue, with the goal to identify the proper parts to be used and determine the appropriate solution.
• Responsible for a proper management of the work order (i.e. including all requested information based on assigned standard operating procedures)
• Keep themselves up-to-date with industry standards and latest respective product upgrades and technologies.
• Ensure timely closure of assigned service calls & escalations
• Escalate problems and reassign calls when appropriate
• Ensure all work-related equipment and vehicles are utilized and maintained in a safe and responsible manner, ensuring all work-related tasks are performed in compliance with brand guidelines and appropriate Health &
• Safety legislation

• Analyses customer complaints and recommend fastest and permanent solutions to customer problems.
• As team player participate actively in periodic reviews with customers/teams.
• Identifies innovative opportunities for improvement and makes constructive suggestions for improvements particularly those related to customer service/project delivery & control.
• Assisting service team supervisor on managing daily, weekly and monthly task.