Technical Service Analyst.
Oppo
Mexicali, Baja California, México
hace 6 días
source : JobLeads

TECHNICAL SERVICE ANALYST

POSITION SUMMARY :

  • Provide best service to customer by improving service centers fields.
  • Secure service competitiveness by improving KPIs and by supporting issues of service centers.
  • Promote service differentiation by discovering best practices and extending those practices to other service centers.
  • Develop of global strategies focused on quality, productivity, process improvement, savings, and customer satisfaction.
  • Responsible for identifying improvement areas. Develop and implement new / existing internal processes for team motivation and performance enhancement.
  • In charge of identifying shift left opportunities and develop action plans towards improving better relationships with our clients

    DUTIES :

  • Goals Assists with workload as needed to ensure performance goals are achieved.
  • Escalations Acts as a technical escalation point for team members and Priority 1 escalations.
  • Monitoring CC Monitors Call center activity to ensure proper handling and coverage of incoming and outcoming calls
  • SLA s Monitors Service Desk incident / request queue to ensure timely completion within established SLA's.
  • Improve Operation Randomly performs the required monthly call audits on each representative and provide timely feedback.
  • Service Delivery Reviews customer inquiries / complaints, rectifies issues and liaises with appropriate IT groups to handle complex issues and increase service delivery pace.
  • Acts as a mentor to new employees and assists with the development of team members.
  • DOA, Spare Parts & Inventory Control DOA, Repair SLA, Management spare part and repair center goods inventory.
  • Payments for service department
  • Third Party Agreement Develops agreements with third party service organizations to provide on-site service technical support board repair and product refurbish services
  • Sales Sales plan participation focused on Customer Technical Needs.
  • Index management Manage an index for each service center and analyze why there is a weakness and resolve the issue.
  • Supporting to solve issues Analyze issues for each service center based on the visiting results and implement an improvement measure for each issue.
  • Improving service center fields Develop a visiting schedule for each service center and manage to visit and improve the field based on a checklist.
  • Managing best practices Examine best practices of a service center and increase operational efficiency by propagating them to other centers.
  • Collaboration and Strategies Develop long term engineering strategies and interacts with senior management levels for collaboration and approval.
  • KPIs Monitoring Monitors department performance provides direction and leadership to product problems are resolved in a timely and thorough manner to meet customer requirements and company goals.
  • PREFERRED REQUIREMENTS :

  • Technical Education; 2 years related experience with track record of increasing responsibility and results.
  • Oral and written English 80% or higher
  • Experience dealing with customers & vendors
  • Experience in Technical Service, Products, & Spare Parts
  • IS A PLUS

  • Experience Service POST SALE
  • Experience Service Centers Management
  • Salario

    Salario bruto : 20 ? 25K (KPI included)

    Work Location :

    Mexico City, México. (Norte de la Ciudad de México, preferente)

    Sector

  • Telecomunicaciones
  • Tipo de empleo
  • TIPO DE CONTRATO :

    Contrato para obra o tiempo determinado

    EDUCACIÓN MÍNIMA :

    Educación superior - Licenciatura

    REQUERIMIENTOS MÍNIMOS :

    Conocimiento de Inglés

    AÑOS DE EXPERIENCIA :

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