Technical Service Lead (Australia)

RMA represents Return Merchandise Authorization; it is a brand procedure for return faulty hardware for repair or replacement. Being a rapid growth electronics company, we are looking for a candidate who can show experience in building a strong foundation of our service team in return / repair process, data and technical knowledge management with our customer service team who constantly provide WOW outcomes to our customers, cementing PRISM+ Australia as the BEST customer orientated company.

This ambitious self-starter individual will be the rock of all technical know-how of PRISM+ products to the entire team. This individual will work closely with internal and external stakeholders to identify pain points, implement solutions, manage performance standards, and support RMA service operations. The candidate will be considered as a key member of PRISM+ Australia. Technical Lead will report to the Country Director Australia.

Responsibilities of Technical Service Lead but are not limited to

• Work closely with 3rd party service provider to ensure a seamless onsite service. Manage end to end process, communication and uphold performance management metrics (KPI).
• Oversee 3rd party service provider’s consigned spare parts status inventory management to ensure zero downtime in service recovery.
• Identify opportunities for improvement of PRISM+ RMA Service operation by monitoring and analyzing the weekly RMA report, analysis industry best practices on return / repair process and sharing findings with the management during weekly team meeting.
• Submit factory claims and monitor the weekly progress and report to the management accordingly.
• Ensure excellent internal communication with business units and drive the development of customer satisfaction goals and coordinate with Customer Service team to achieve ambitious outcome from management.
• Work together with the Business Analyst team to assess RMA service performance, data mapping and provide data analysis to ensure RMA service departmental growth. Additional data tracking for cannibalization and refurbishments in a weekly basis and share with the RMA technical PIC for execution for cost optimization.
• Coach and groom new hires in terms of product knowledge and technical support skills. Providing solid technical support to aid customer service team to effectively troubleshoot customer issues.
• Conduct monthly stock count for spare parts at warehouse, update inbound spare parts items at warehouse portal and submit spare parts orders for onsite repair consignments.

Requirements

Benefits