IT Repair Technician - PSMO

Salary undisclosed

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Position Overview

RMA (Return Material Authorization) is raised by Helpdesk whenever a repair or replacement is needed for the customer's equipment.

As IT Repair Technician, you will be responsible for :

Timely RMA processing and equipment/parts within the agreed SLA levels.
Accurately audit all reported faulty equipment and record findings into the ERP systems and necessary report.
Collaborate with Helpdesk for RMA buffer management.
Attend onsite support to customers for RMA-related matters, including product returns, repairs, and replacements.
Insure the company’s RMA processes are performed consistently producing the highest quality services to both internal and external customers in a timely manner

Key Responsibilities /Accountabilities:

RMA Processing

Perform assemble, install and configure desktops, monitor, notebooks and parts as required by the customer.
Ensure all equipment prepared adheres to SOP and standard guidelines given.
Ensure all equipment prepared meets or exceeds the quality standard required.
Checks and verifies that all RMA’s prepare matches the required specification.
Ensure all the appropriate documentation is raised for every RMA’s (i.e. Parts and equipment Job sheet).
Ensures all the necessary information is keyed into the ERP system for every RMA’s.
Where appropriate communicate and coordinate with repair team to request refurbishment works.
To update all job sheet number into RMA tracking.
Actively seek out and propose solutions to management of ways to improve the quality of the services and methods.
To ensure the expected results are achieved, participation in the implementation of improvements and company quality audits is expected.

RMA AUDIT Processing

To complete RMA audit within 5 working day SLA.
To ensure check for physical impairment and technical issues and record findings into the ERP systems and necessary report.
To ensure all the audited equipment are properly graded as per the standard Grading.
To ensure all equipment that are audited goes through rigorous system testing and results are documented.
As required, dis-assemble parts and return to the warehouse as per SOP stated.
To ensure update the condition (physical and technical) and grade of all audited equipment into the ERP system.
Maintain effective interdepartmental communications as required (Daily Hurdle discussion).

RMA Buffer Preparation

Prepare RMA buffer stock levels based on historical data, customer demand patterns, and product roadmap.
Collaborate with Procurement and Production teams to ensure optimal levels of RMA buffer stock are maintained at all times.
Analyze and mitigate risks related to RMA buffer stock, such as excess or insufficient inventory levels, and propose strategies for improvement.

On-Site Support (Ad-Hoc)

Coordinate and provide onsite support to customers for RMA-related matters, including product returns, repairs, and replacements.
Collaborate with RMA or 3rdParty Onsite Support teams to ensure timely resolution of customer issues and minimize downtime.
Conduct periodic visits to customer sites to assess RMA process effectiveness, gather feedback, and identify opportunities for improvement (if requested)

Qualifications

Candidate must process at least Diploma in Information Technology / Computer Science
At least 2 years of working experience in the related field is required for this position.
Experience in Order Processing tasks is a plus
Good to excellent computer skills
Required language: Bahasa Malaysia, English

Job Type: Full-time

Benefits:

Schedule:

Supplemental Pay:

Expected Start Date: 03/01/2025