Service Center Planning Technician

Job Summary

As a Service Center Planning Technician you will:

• Analyze and validate services requested by customers to determine appropriate action and changes when required.
• Prioritize repair tasks based on urgency and customer needs.

Repair Triage

• Analyze and validate services requested by customers to determine appropriate action and changes when required.
• Prioritize repair tasks based on urgency and customer needs.

RMA Planning

• Utilize SAP to plan RMAs processes efficiently within the Service Center load.
• Ensure timely processing and tracking of RMAs to meet service level agreements.
• Ensure sufficient inventory is available to support RMA volume.
• Update SAP with delays and estimated shipping dates based on the service center workload.

Resource Coordination

• Collaborate with the manager or service coordinator to allocate resources effectively for service tasks.
• Coordinate technician schedules and assignments to optimize productivity.

Point Of Contact

• Serve as the primary point of contact with Customer Service Representatives (CSRs) to address customer inquiries and concerns.
• Provide regular updates on service statuses and resolutions to CSRs.

This Job Description indicates, broadly, the duties of this position. It should be noted that the job title nor this Job Description limits the duties of this position, and the company may require you from time to time to do any other duties within your capacity.

What We’re Looking For

• Experience with the use of ERP (experience with SAP is an asset).
• Experience with handling of electronic equipment are required.
• Experience in planning in an electronic equipment repair environment.
• Knowledge of fiber optic equipment would be an asset.
• Knowledge of EXFO products and operation would be an asset.
• Very good computer literacy and understanding of databases, email, and spreadsheets.
• Good verbal and written reporting skills.
• Excellent attention to detail to produce a high rate of ‘right-first-time’ results in all work.
• Ability to learn new skills, technologies, and ideas rapidly.
• Ability to work within deadlines and under pressure while maintaining a positive attitude at all times.

Required Aptitudes

• Customer, action, and results-oriented.
• Versatility.
• Strong sense of responsibility and organization.
• Autonomy, attention to detail, and accuracy.
• Ability to work as part of a team.

Requirements

• Relevant experience:
  Minimum 2-3 years of electronic test equipment service experience with good understanding of electronics. Experience with optical equipment is beneficial.
• Language requirement:
  English (spoken, reading, writing).
• Education:
  
  minimum College in electronics program.

• Entry level

• Full-time

• Other
• Industries:
  Telecommunications