Specialist, Technician Field SupportLocation : Montreal - Work from home 6 months contract, possibility of permanency Department : Field SupportProvide Authorized Service Centers (ASCs) with technical support for all the company Consumer products (over the phone or through on-site visits) but primarily supporting the Consumer Electronic (CE) ASCs.
Ensure that the ASC network provides best in class service for Consumers and Retailers. Develop and perform CE service training programs and deliver to the service network on a National scale.
Ensure that all the necessary product technical requirements are made available to our retail partners as requested.Essential Duties and Responsibilities :
Provides technical support to Authorized Service Centers thru tel., email, SAW & fax.
Provides technical support to eliminate or control Invalid Receiving as well damages units, investigate and provide resolution on this cases to Authorized Service Centers as Hinet or Koambra..
Inspection & Evaluation inspect & troubleshoot critical symptoms on defective units from ASC.
Provides weekly report to managers as Hinet Receiving & Shipping as well Invalid Receiving.
Deal with the day to day higher level issues that need to be resolved for the ASC’s Develop programs and processes that will ensure ASC Service Support calls are consistently handled more effectively and the overall quality of the repairs are increased to industry benchmark levels.
Ensure that all CE Service KPI’s are met as mandated by HQ.
Reduce the overall CE service expenses while simultaneously improving repair quality and customer service.
Perform miscellaneous customer service and technical support duties assigned by Senior Management.
Access to new product information and products for use as samples for training and with assisting the ASC’s.
Managing quality issues when resolutions are not in place.
At times having to deal with difficult and demanding consumers and retail partners.
Ability to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.
Access to detailed repair type information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.
Ad hoc Support to Legal team as assignedProfile :
Above average customer service skills
Good negotiating skills
3-5 years’ experience as a technical trainer, product support specialist, or as a field or lab technician preferred
3-5 years of technical support experience with Consumer Electronic products preferred- Experience with TV repairs and connectivity- Drivers licence and access to transportation to go to the client site- Basic knowledge of Microsoft Excel- Bilingual (French and English) is a MUSTInterested?
Please send your application to uzma.vakani randstad.ca