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Our client is one of the leading IT solutions provider. They seek a technician responsible for coordination of the field and dispatch activities for imaging services. They will be focusing on high levels of customer retention, service as well as managing teams.

Title: Technician – Office Automation

Gross Salary: Competitive

Supervises: Technical Team

Location: Nairobi

Responsibilities

  • Overall supervision of the Imaging Technical team with in designated service zone.
  • Check and verify spares requirements put in by technicians in the Imaging Technical team
    • Ensure the requested spares are correct from diagnosis perspective
    • Ensure accuracy of spares requisitions to principles
    • Ensure the optimal yield of consumable items attained inline to their rated life
    • Preventive and corrective maintenance activities are planned and performed as per schedule
  • Track & check all Imaging technicians’ daily calls journals and sign off
  • In charge of all major accounts machines in the company and PR visits to major accounts
  • Monthly reports submission on major accounts to the Service Delivery Manager & Business Unit Head – Imaging
  • Field assistance to the Imaging Technical team
  • Handle & close all technical escalations coming from customers due to unresolved issues
  • Identify training needs for the Imaging Technical team
    • Arrange for formal/informal training sessions for the teams in-house or at customer locations
    • Coordinate with the Head of Business for supplier initiated trainings
    • Coordinate & ensure the certifications are completed for self & for the team
  • Call escalation to principals and ensure that the issues are closed
  • Plan and attend technical meetings with the clients with a view of improving their customer experience
  • Process, follow-up & close warranty claims with suppliers
  • Performance management of Imaging Technical team. Analyse key parameters- response time, MTTR (Meantime to Repair), MTBF (meantime between failures).Take preventive measures to improve these figures.
  • Ensure timely completion of Technical certifications for self & technical team
  • Proactive coordination with Sales team
  • Assist the ‘Service Delivery Lead – Imaging & Helpdesk for routing of engineers
  • Provide weekly reports on technicians’ performance, status of machines in the field and PM services done.
  • Any other duties & responsibilities assigned by the supervisor from time to time

Qualifications

  • Diploma in Electrical/Electronics/Mechanical/Instrumentation engineering
  • 5 years’ plus experience in a Technical Management/lead role
  • Established IT & Connectivity skills – experience preferred
  • Strong understanding of customer impact metrics & solutions in Imaging
  • Proven interpersonal and team coordination skills
  • Proven proficiency on MS-Office
  • Data Analytical skills
  • Excellent communication skills both verbal and written
  • High level of integrity

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