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Av Technical Support Officer

3 months ago

Parramatta, New South Wales, Australia people2people Full time
Our client is a worldwide well-known and highly respected brand in the electronics industry.

With expansion to their business, we have now an opportunity for an experienced AV Technical Support Officer to join the team.


About the role:

  • Hotline calls offer efficient technical support to our service agents, promptly addressing their inquiries and issues.
  • Hands on experience
  • Knowledge of (SAP, Word, Excel, PowerPoint, Outlook)
  • Maximise performance of field service technicians and Call centre agents through quality training arrangement (online/offline format), new model information, technical support and also producing repair/consultation contents.
  • Providing technical review and assistances for other internal departments.
  • Monitor and produce product quality analysis report and escalate.
  • Liaise with product managers/sales department on new product launching plan and conduct initial quality test (field test/QC).
  • Create parts purchase list for new products released in time for Initial Purchase Orders.
  • Conducting warehouse duties when required for product testing, rework or investigation. Also to be involved in a product/parts refurbishment operation and providing technical assistances.
  • Conduct investigations into a reported/escalated cases and provide resolutions with summary report.
  • Managing and achieving technical KPI's via daily monitoring, analysis, and actions for improvement.
  • Analysis of various information from various sources, such as, but not limited to, warranty claims & repeat repair
  • Submit regular report on time weekly and monthly as requested.
  • Adherence at all times to Company Policies and Procedures.
  • Perform additional task as and when requested or required by the Company and as instructed by your Manager or delegate

About you:

years of relevant experience in electronics industry, particularly AV products

  • Experienced in training other technical staff

The perks:

  • Onsite parking
  • Generous employee discount
  • Discounts across over 400 retail partners
  • Access to online wellness portal
  • Heavily discounted gym membership
  • Onsite wellness and relaxation room
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