Service Technical Support Specialist

Job Description
Job Title   Service Technical Support - Repairs centre Management       Qualifications Required   BE/Diploma in Electronics/Industrial Electronics/ Electronics & Telecommunications/ Electrical       Experience required   Product knowledge of UPS system, with experience in troubleshooting of PCB's , repair and installation of UPS systems , managed repair centre will be an added value, MIS reports generation.
Years of Experience   minimum 10 to 12 yrs       Goal    KPI       Customer Satisfaction   
1. Ensure PTRS entries are completed in the system within 24 hours of PCB receipt at the repair center.
2. Provide weekly updates to partners on the status of repairs.
3. Monitor pending PTRS billing cases and ensure closure within 2 working days in coordination with the regional team.
4. Maintain an average repair TAT for partner repairs (PTRS) of less than 10 days from PCB receipt to DCC.
5. Maintain an average repair TAT for stock repairs of less than 15 days.
6. Maintain an average repair TAT of less than 7 days for ITA/ITA-2 (30/40 KVA).
7. Achieve inventory recovery greater than 80%.
Ensure all defective spares are properly tagged with required information, maintaining 100% accuracy.
Repair centre Management   
1. Ensure implementation of 5S practices at the repair center and conduct quarterly audits        
2. Ensure 100% safety compliance among service center technicians.
3. Conduct monthly review meetings with the service center, ensuring 100% completion.
4. Ensure all action items from review meetings are closed within 5 working days.
5. Plan spares on a monthly basis for ITA/ITA-2 (30/40 KVA) repairs.
6. Perform monthly analysis of repeat PCB failures and implement corrective action plans.
7. Coordinate the transfer of defective spares from DHL stock to the repair center once every 15 days for repair.