Senior Technical Service Administrator
2 weeks ago
The primary objective of this role is to ensure that the OEM and appointed ASPs' day-to-day requirements are managed professionally, meeting the expected Service Level Agreements (SLAs). This involves overseeing the repair process flow, warranty claims compensation, and ensuring customer satisfaction, thereby positioning the company as the distributor of choice to drive business growth and increase service revenue.
Key Responsibilities:
- Manage monthly spare parts system pricing, taking into account Return on Equity (ROE), OEM pricing changes, and landed cost activity.
- Ensure timely processing of RMAs and warranty claims, with full accountability and responsibility.
- Provide training on related software, applications, and firmware updates, as well as ensure customer support coverage by the national service team.
- Develop and maintain strong presentation, training, and communication skills.
Requirements:
- Matriculation degree
- 5-7 years of administration experience in a customer service center environment
- Call center activity monitoring and supervisory experience
- Previous handling of firmware, software, and product application knowledge with OEMs is an advantage
- Previous experience working with RMA claims portals
- Experience with spare parts cross-border logistics, customs clearance, and duties handling
- Experience in ASP portal onboarding, setup, and management, handling closed-loop escalations, and product-related queries is a must
- Product knowledge of Epson, Argox, Honeywell, and Data Logic
- Strong presentation skills
- Computer literacy
- Proven Advanced Microsoft Excel skills are essential
- KPI results-driven with a workshop repair center background
This role requires a strong technical background, excellent communication skills, and the ability to work effectively in a team environment. If you are a motivated and detail-oriented individual with a passion for technical service, we encourage you to apply for this exciting opportunity.
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