KEY PERFORMANCE INDICATORS:

• Responsible for the Diagnosis of Laptops.
• Perform diagnosis and quality checking.
• Perform Level 1 Repair
• In the absence of the CSR, responsible in providing prompt support to branches and customers for all customer-related questions and complaints.

DUTIES and RESPONSIBILITIES:

• Achieve the Target Turnaround Time for the diagnosis of laptop
• Create Technical Diagnosis and Repair Report
• Follow the set standards of the vendor and pass the KPI
• Maintain the good condition of tools and equipment used for diagnosis and repair
• Quality checked repaired units upon delivery
• Upgrade memory, HDD and SSD on laptops
• Diagnosis and Level 1 Repair for desktops
• Installation of Operating System
• Diagnose of In-house/stock units and Server
• Perform tasks of the CSR if the CSR is not available
• Assist walk in customer
• Record and monitor all service inquiries receive from our branch
• Offer laptop upgrade (RAM, SSD & HDD Installation)
• Offer extra adapter to customers
• Coordinate with respective department if needed to solve issue and concern of the customer
• Provide update to customers on a timely manner
• Ensure that the Service internal monitoring is updated
• Ensure that all back out cases are recorded

REPORTORIAL:

• Ensures that any incident, emergency and other urgent information that requires immediate action of immediate head or management’s intervention will be reported upon discovery.
• Prepares and submits the required weekly and monthly performance reports and other pertinent output or requirement based on Department’s deadline and target with the highest level of accuracy.

COORDINATION:

• Ensures consistent coordination with other departments or Head Office.

COMPLIANCE and COOPERATION:

• Shall observe, respect and comply with the existing and future memorandums and company policy.
• Other tasks that may be assigned from time to time.

QUALIFICATIONS / SKILLS:

• Knowledgeable in hardware troubleshooting
• Knowledgeable in computer parts and peripherals
• Can handle and provide excellent customer service
• Willing to undergo two weeks of training at our head office in Quiapo, Manila