Job Purpose:
The Technician is responsible for the fault finding and repair of notebooks as well as supplier liaison with Mustek OEM’s.

Main Objectives:

Technical Service

• To diagnose and repair Notebooks of discipline and all other products allocated for repair from time to time.
• To run diagnostic tools to confirm the quality of repairs and ensure the reported fault is resolved.
• Troubleshoot technical hardware /software problems and resolve accordingly
• Ensure 100% good quality of workmanship all the time
• Ensure that all diagnostic test results and sample POE are saved on each repair.
• Ensure that all completed repairs that warranty void seals are in-place on each repair.
• Act as a technical resource to assist users in resolving computer issue where needed
• Keep within 100% of antistatic rules and regulations for the production environment

Customer Satisfaction

• Ensure that 6 repaired Jobs are completed per day
• Maintain work rate at above 90% of SLA as prescribed described by OEM SLA of the product.
• Maintain a rework rate of below 2% within a 90-day period between barcodes
• Keep the customer and CMDB (EPICOR) up to date every two business days regarding repair progress
• Ensure that all assigned Jobs are accepted on EPICOR within 12hrs
• Ensure that all assigned multi-national units are assessed within 2 business days and that all required spare parts are processed on OEM/EPICOR RMA system
• Once spare part is issued to a job, ensure that the repair is actioned and resolved within 2 business days including its RMA system

Qualifications and Experience:

• Matric
• CompTIA A+ and/or Microsoft certification
• 2 year experience in notebook repairs
• General repair experience and vendor management will be an advantage
• Quality awareness and customer focus
• Knowledge of product specifications
• Good understanding of the troubleshooting process
• Operating systems

Skills and Knowledge:

• Self-motivated
• Organisational skills
• Able to function under pressure
• Contribution to team success
• Time management
• Good verbal and written communication skills
• Communication skills, with excellent telephone manner and e-mail etiquette
• Technical hands-on repair skills in terms of notebooks
• Tool use proficiency
• Installation of software and operating systems
• Problem solving skills