Provide assistance to the Technical Team to help monitor and manage daily activities and schedules of Engineers that will help ensure efficient customer service. The position also requires that internal and external customers' needs with regards to Technical Services are accommodated in a timely manner.

Duties and Responsibilities:

Responsible for the key activities expected to successfully meet the work activities:

• Receive, manage, monitor and assign calls and job requests pertaining to technical related support and other concerns from internal and external clients.
• Update internal and external clients regarding status of their requested support services to ensure efficient customer service.
• Monitor and facilitate Advanced Replacement or Demo Units as needed by the engineers for the technical support.
• Prepare, log and submit Delivery Status Report (collection report, status of deliveries and units and attachments like Purchase Orders and invoices) to the concerned department.
• Facilitate preparation, monitoring and filing of all documents pertaining to units received and to be released from and to the customer (RTC, POS, Invoices, Service Slips, TXO, Receiving Slip, etc.)
• Process general reimbursements and liquidation of Technical Team.
• Process requisition of materials, equipment, documents for all Technical Team.

CRM Management

• Facilitate all CRM Job Requests including coordination of assignment of Engineers with coordination with the respective Technical Managers/Team Leads
• Create CRM case for Implementation and Break-fix cases and other post sales services such as Health Check and Stand-alone or One-time Services
• Encoding of Support Packages for Project Lab Management

In-Warranty Services

• Verify customer's warranty entitlement
• Help monitor status of post-sale support assigned to Engineers to ensure that targeted and reasonable Turn-around Time is achieved
• Prepare, submit, monitor and follow-up proposals and quotations for VOID and Out-of-Scope Technical Services
• Facilitate and monitor status of in-house repairs and RMA units to ensure that targeted and reasonable Turn-around Time is achieved
• Secure, prepare and log pertinent documents (SO and Proof of Purchase) of the units to be sent to suppliers for warranty claim from Logistics, Accounting and Sales Department and coordinate pullout or delivery with appropriate suppliers.

• Administrative Assistant: 1 year (Required)
• Diploma required