IT Repair Technician
6 months ago
**Position Overview**
**RMA (Return Material Authorization) **is raised by Helpdesk whenever a repair or replacement is needed for the customer's equipment.
As **IT Repair Technician**, you will be responsible for:
- Timely RMA processing and equipment/parts within the agreed SLA levels.
- Accurately audit all reported faulty equipment and record findings into the ERP systems and necessary report.
- Collaborate with Helpdesk for RMA buffer management.
- Attend onsite support to customers for RMA-related matters, including product returns, repairs, and replacements.
- Insure the company’s RMA processes are performed consistently producing the highest quality services to both internal and external customers in a timely manner
**Key Responsibilities /Accountabilities**:
**RMA Processing**
- Perform assemble, install and configure desktops, monitor, notebooks and parts as required by the customer.
- Ensure all equipment prepared adheres to SOP and standard guidelines given.
- Ensure all equipment prepared meets or exceeds the quality standard required.
- Checks and verifies that all RMA’s prepare matches the required specification.
- Ensure all the appropriate documentation is raised for every RMA’s (i.e. Parts and equipment Job sheet).
- Ensures all the necessary information is keyed into the ERP system for every RMA’s.
- Where appropriate communicate and coordinate with repair team to request refurbishment works.
- To update all job sheet number into RMA tracking.
- Actively seek out and propose solutions to management of ways to improve the quality of the services and methods.
- To ensure the expected results are achieved, participation in the implementation of improvements and company quality audits is expected.
**RMA AUDIT Processing**
- To complete RMA audit within 5 working day SLA.
- To ensure check for physical impairment and technical issues and record findings into the ERP systems and necessary report.
- To ensure all the audited equipment are properly graded as per the standard Grading.
- To ensure all equipment that are audited goes through rigorous system testing and results are documented.
- As required, dis-assemble parts and return to the warehouse as per SOP stated.
- To ensure update the condition (physical and technical) and grade of all audited equipment into the ERP system.
- Maintain effective interdepartmental communications as required (Daily Hurdle discussion).
**RMA Buffer Preparation**
- Prepare RMA buffer stock levels based on historical data, customer demand patterns, and product roadmap.
- Collaborate with Procurement and Production teams to ensure optimal levels of RMA buffer stock are maintained at all times.
- Analyze and mitigate risks related to RMA buffer stock, such as excess or insufficient inventory levels, and propose strategies for improvement.
**On-Site Support (Ad-Hoc)**
- Coordinate and provide onsite support to customers for RMA-related matters, including product returns, repairs, and replacements.
- Collaborate with RMA or 3rdParty Onsite Support teams to ensure timely resolution of customer issues and minimize downtime.
- Conduct periodic visits to customer sites to assess RMA process effectiveness, gather feedback, and identify opportunities for improvement (if requested)
**Qualifications**
- At least 2 years of working experience in the related field is required for this position.
- Experience in Order Processing tasks is a plus
- Good to excellent computer skills
- Required language: Bahasa Malaysia, English
**Benefits**:
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Day shift
Supplemental pay types:
- Attendance bonus
- Overtime pay
- Performance bonus
COVID-19 considerations:
All 85 employees are fully vaccinated. We have daily sanitizing activities in our office, provide face mask and hand sanitizers. We also provide covid-19 quarantine leave.
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