KEY PERFORMANCE INDICATORS:

1.      Responsible for the Diagnosis of Laptops.

2.      Perform diagnosis and quality checking.

3.      Perform Level 1 Repair

4.      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:

1.      Achieve the Target Turnaround Time for the diagnosis of laptop

2.      Create Technical Diagnosis and Repair Report

3.      Follow the set standards of the vendor and pass the KPI

4.      Maintain the good condition of tools and equipment used for diagnosis and repair

5.      Quality checked repaired units upon delivery

6.      Upgrade memory, HDD and SSD on laptops

7.      Diagnosis and Level 1 Repair for desktops

8.      Installation of Operating System

9.      Diagnose of In-house/stock units and Server 

10.   Perform tasks of the CSR if the CSR is not available

a.      Assist walk in customer 

b.      Record and monitor all service inquiries receive from our branch

c.       Offer laptop upgrade (RAM, SSD & HDD Installation)

d.      Offer extra adapter to customers

e.      Coordinate with respective department if needed to solve issue and concern of the customer

f.        Provide update to customers on a timely manner

g.      Ensure that the Service internal monitoring is updated

h.      Ensure that all back out cases are recorded

REPORTORIAL:

1.      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.

2.      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:

1.      Ensures consistent coordination with other departments or Head Office.

COMPLIANCE and COOPERATION:

1.      Shall observe, respect and comply with the existing and future memorandums and company policy.

2.      Other tasks that may be assigned from time to time.

• 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