Senior Technician

OBJECTIVE / PURPOSE OF THE JOB

This role is responsible for conducting technical maintenance and repairs on equipment and property structures with a dedicated focus on customers’ needs. Undertakes routine tasks of checks and actions ensuring that malfunctions are avoided and proper reporting of incidents and instances are to be followed. Supports the installation of visual merchandising or brand set up as per arising divisional requests.

KEY RESPONSIBILITIES

• Responsible for executing jobs in line with defined standard operating procedure.
• Install, Maintain, Diagnose, Troubleshot, configure, integrate the assigned products and solutions.
• Execute service deliveries, track & document the progress until completion, and escalated next level if required assistance.
• Ensure timely delivery of project/service deliverables to customer.
• Educate customers in the technical use and care of the equipment thereof.
• Responsible for executing an effective root cause analysis of a product issue, with the goal to identify the proper parts to be used and determine the appropriate solution.
• Properly manage the work order, including all requested information based on assigned standard operating procedures.
• Keep themselves up-to-date with industry standards, latest product upgrades, and technologies.
• Ensure timely closure of assigned service calls and escalation.
• Escalate problems and reassign calls when appropriate.
• Ensure all work‑related equipment and vehicles are utilized and maintained in a safe and responsible manner, ensuring all tasks are performed in compliance with brand guidelines and appropriate Health & Safety legislation.
• Analyze customer complaints and recommend the fastest and permanent solutions to customer problems.
• Participate actively in periodic reviews with customers/teams as a team player.
• Identify innovative opportunities for improvement and make constructive suggestions for improvements particularly those related to customer service, project delivery & control.
• Assist the service team supervisor in managing daily, weekly, and monthly tasks.