Warranty Technician

**Job Purpose Summary**:
The processing and assessment of warranty and RMA claims returned to Nology by the customer.

**Job Title**:
Warranty Technician

**Permanent/Temporary**:
Permanent

**Location**:
Centurion

**Key Duties and Responsibilities**:
**Warranties**:

- Book in of units by customers for warranty testing.
- Assess the state of the returned units and test them accordingly to the agreed turnaround times to establish the fault.
- When necessary, contact the customer to ensure the correct fault has been tested, as well as ensuring that the client environment has been replicated as close as possible.
- Process and complete returned units efficiently based on the outcome of the testing.
- Continuously update Vision notes with assessment progresses and notify customers accordingly.
- Follow up with customers on all uncollected units on a weekly basis.
- Assist in the Warranties Collection room when clients arrive to collect their units.
- Submitting of actual and accurate test findings to the team leader on agreed intervals.
- Work closely with Nology customers, technical department, and product managers to gather data needed to identify the root cause.
- Learn appropriate business to fulfil testing requirements, including standard electronic diagnostic instruments and tools.
- Ensure you have sufficient knowledge of all the applicable products and inform your line manager should you require training on any product.
- Manage, organise, and file all required information and documentation for customer returns.
- Assist with stock rework when required.
- Assisting in the day-to-day operations to support schedules and deadlines.

**Customer Service**:

- Treating all customers, through all channels, in a polite and professional manner.
- Building and maintaining a positive and trustworthy relationship with all Nology customers.
- Ensure that all customer queries, issues, and comments are attended to, and processed. Alternatively, should be escalated to relevant departments for more in-depth assessment.
- Deal with problems in a professional manner, and in some cases escalating issues to the team leader and manager, or relevant departments.
- Provide an efficient contact point for all warranty matters between clients and Nology.
- Maintain confidentiality of sensitive business and personnel information.

**Stock**:

- Ensure that stock is always stored in the correct location.

**Health & Safety**:
Maintain a safe work environment in the warranties area by:

- Keeping the warranties workspace free from clutter (boxes, plastic, sharp tools, etc.)
- Keep all cords and wires bundled and secured
- Reporting any potential hazardous items, practices, or material to the SHE Rep.

**Requirements**:

- **Internal training**: During the first week of your employment, you’ll be presented with training plan designed to guide you through your on-the-job training experience.
- **Minimum Qualifications**:

- Matric/ Grade 12
- A+ and N+

**Additional Skills**:

- Ability to operate under pressure and meet deadlines
- Well organised
- Detail orientated
- Proactive
- Good communication skills
- Technically sound

**Required knowledge and experience required**:

- Basic understanding of relevant networking hardware and software.
- Experience in a customer facing role.
- Industry experience.

**Office requirements**:

- Working hours 8h00 to 17h00, Monday to Friday.
- Semi-formal dress code.
- Reliable transport to and from the office.
- Excellent language skills (English), both written and verbal.
- Overtime due to inherent requirement of job.

**Notes**:

- During your employment you shall be obliged to carry out the lawful instructions of the Company faithfully and diligently and always use your best endeavours to promote the best interests of the Company.
- The company reserves the right to vary duties and responsibilities of the staff to suit the future needs of the business giving fair notice in writing.
- Duties must be performed faithfully, diligently and to the best of your abilities.
- Should the Company introduce new methods of working and/or new technology you will be required to co-operate with these changes adapting to new methods of working and/or technology and undergo training as the Company directs.