Technical Service Lead (Australia)

Overview

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. The Technical Lead will report to the Country Director Australia. Responsibilities of Technical Service Lead (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, analyzing industry best practices on return / repair process and sharing findings with management during weekly team meetings. Submit factory claims and monitor the weekly progress and report to management accordingly. Ensure excellent internal communication with business units and drive the development of customer satisfaction goals, coordinating with Customer Service to achieve ambitious outcomes. Work with the Business Analyst team to assess RMA service performance, data mapping and provide data analysis to ensure RMA service departmental growth. Track data for cannibalization and refurbishments weekly and share with the RMA technical PIC for cost optimization. Coach and groom new hires in product knowledge and technical support skills; provide solid technical support to aid the customer service team in effectively troubleshooting 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. Qualifications / Requirements

Bachelor's Degree in Engineering, or any relevant course of studies. At least 5 years\' experience in RMA Service role, having led the function for a minimum of 3 years. You should have successfully scaled or led a high-functioning Service team. A driven hustler with a positive attitude to change and meaningful growth. Comfortable with travel. Strong understanding of Television & Monitors technical and product specifications. Benefits

14 Days Annual Leave 1 Day Birthday Leave Annual outpatient benefit (includes dental and optical benefits) Annual increment Performance bonus Free flow snacks and drinks Job details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : Technology, Information and Internet

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