Service Technician

3 weeks ago

Epping Forest Essex, United Kingdom Shure Incorporated Full time

Overview

Under direct supervision, the Service Technician provide in-house technical repair/replacement services, training, and information to customers. Diagnoses mechanical and hardware failures using standard procedures. Performs testing of returned products. Assists product development teams in development and repairability of new products. Administrates Repair Cases in close collaboration with Customer Service and Logistics. This position is based in Waltham Abbey (UK).

Responsibilities
  • Processes service ZSRP orders for repair/replacement of wired microphones, headphones and earphones.
  • Analyzes products for high level defects.
  • Assists product development teams regarding service-related issues, including DFMEA and Quality issues
  • Process shipment of warranty units to their respective manufacturing plant.
  • Contact person for customers with regards to order processing, preparation of quotations and document processing.
  • Processing of customer orders in SAP and Salesforce including posting, delivery,
  • Handling of Sales returns in collaboration with CS
  • 3rd party brand spare parts and consumables for direct operations service department (Ariba)
  • Ensures good customer relations (internal/external) are maintained, and customer claims and complaints are resolved in accordance with company policies.
  • Work closely with all involved departments such as Sales, Customer Service, Logistics, Supply Chain and Finance.
  • Maintenance of customer data in SAP and Salesforce for service clients
  • Other duties as assigned
Qualifications
  • Level 3 (or above) qualification in relevant subject
  • 0 to 1 years of experience in product troubleshooting, assignments that are semi-routine in nature and requiring limited judgment
  • Good verbal and written communication skills. Bi/multi lingual is a plus
  • Good computer skills, preferably in Windows environment.
  • Ability to learn and apply company policies and procedures to assigned tasks
  • Ability to follow established procedures on routine work; requiring detailed instructions only on new assignments.
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