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)
Nivel de experiencia
Medio
Sector
- Telecomunicaciones
- Tipo de empleo
Jornada completa
TIPO DE CONTRATO:
Contrato para obra o tiempo determinado
EDUCACIÓN MÍNIMA:
Educación superior - Licenciatura
REQUERIMIENTOS MÍNIMOS:
Conocimiento de Inglés
AÑOS DE EXPERIENCIA:
2 años
JORNADA LABORAL:
Tiempo Completo
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