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Job Description & How to Apply Below
Computer/Electronic Technician (NOC 2242)
Product Testing & Warranty Team
Do you love working in a fast-paced environment, where you constantly make meaningful contributions daily?
Detailed
Role Overview
The Electronic Technicians (NOC 2242) will work with the Product Testing and Warranty team to provide support to the Warehouse & Logistics team and Customer Service team to manage and carry out processes regarding returns and warranty management. This role will be responsible for monitoring, coordinating, and sustaining systematic process to streamline and maximize the overall quality and efficiency of product returns.
The role is dynamic and will evolve over time according to the needs of the business.
Returns
Managing and responding to processing incoming product returns from clients
Testing returns to determine if there are any product issues
Taking appropriate actions to repair, replace or claim products
Ensuring 100% of the product returns are processed, repaired and sent to clients within 14 days
Maintaining a well-organized, accessible and clean workspace
Contacting manufacturers and suppliers to process product warranties
Developing strong understanding of products and continuing to keep knowledge updated
Working with partners to process returns, refunds and repairs when necessary
Meeting deadlines on a regular basis as many tasks are very time sensitive
Packaging and processing inbound/outbound shipments
Working with cross-functional teams to ensure the timely completion of commitments and activities while achieving high levels of quality performance
Maintaining/Creating product testing guides for new products to be tested & being as efficient in how testing is conducted
Finding ways to get the products repaired/claimed/ replaced/warrantied within shortest amount of time and documenting the fastest ways to get a product fixed/warrantied for future reference and implementing appropriate actions
Implementing processes to ensure 100% accuracy in tracking product through the RMA process, and keeping the process up to date by assessing its efficacy continuously
Customer Services
Processing, categorizing and answering customer emails and telephone calls, and providing high quality service
Communicate status updates and schedules to customers and team whenever necessary
Answer customer related product inquiries to uphold
Responding to customer inquiries within 2-hours
Answering customer related product inquiries by being resourceful and documenting common issues/concerns for future questions.
Documenting
Inputting, and analyzing data to identify trends in repair and replacement requests to offer insight on products/ manufacturers to management
Upholding 100% accuracy in product tracking
Documenting key processes and simplifying current processes to become more efficient and effective
Monitor and track information on product warranties, vendor policies, common issues/ concerns and time frames for each product or supplier within spreadsheets
We are a small but growing operation with lots of opportunity for growth and development.
Qualifications
Minimum 1 year experience in Product Testing OR Graduated from a diploma in Computer Hardware Systems or Electronics
Preferred Prerequisites
Tech savvy – passionate about Technology
Experienced in troubleshooting electronics
Experience in Customer Service
Occasionally required to lift or move heavy items
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