JOB TITLE:
Warranty Service Technician (South Australia)

EMPLOYMENT TYPE
Permanent Full Time

JOB FUNCTIONS
Warranty Service Technician in our Warranty Service Team has responsibility for performing repairs to laptops, desktops and tablets in a timely and efficient matter either remotely or onsite. The role works within the Service team and alongside the Sales team, building strong relationships with customers to compliment Edunet's end to end offering.

ABOUT THE JOB

• Do you want to work for a dynamic company, that puts culture, values, and lifestyle at the forefront of everything?
• Do you want to join a team of hardworking technicians who are at the forefront of providing multiple service offerings to catholic, government and private schools all over Adelaide and surrounds?
• You will be provided with a company vehicle, mobile phone and laptop

ABOUT THE COMPANY
SolutionOne has a strong presence in the education sector, through their education division, Edunet, we supply 450 schools in Victoria with IT hardware providing experienced advice ensuring schools are making the best decisions to enhance students learning experiences. South Australia is an exciting and growing market for Edunet. We are now in need of a warranty service technician to join our team over there and work closely with the Sales Team to grow and enhance the Edunet brand in South Australia.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES

• At least 1 year experience repairing and installing hardware and software
• Proven experience with technical troubleshooting
• Working with Children Check and Drivers License Required

KEY RESPONSIBILITIES

Repairs	Repairs Develop expertise to handle the majority of repairs independently. Maintain a clean and organized workspace throughout the repair process. Verify that the laptop is running the latest firmware after repairs. Test the laptop thoroughly to ensure proper functionality. Keep the customer informed with timely updates and clear communication.
Scheduling	Review repair requests and assess workload and prioritize repairs based on urgency, complexity and location. Use the in-house runsheet system to build a daily schedule. Contact customers to schedule onsite visits, confirm device availability. Maintain communication with customers throughout the process and ensure customer satisfaction.
Diagnosing Onsite	Collect relevant data about the machine and the reported issue to understand the problem. Utilize provided diagnostic tools to identify faults and perform necessary tests. Review past records of similar faults to identify patterns and avoid unnecessary part replacements. Collaborate with experienced colleagues for insights and alternative solutions. Escalate unresolved issues to the vendor's support team.
Stock Management	Stock Management Manage a personal buffer stock for commonly used parts. Assign available parts from the buffer stock to minimize wait times. Use an inventory system aligned with service jobs for seamless part management. Return faulty parts within the required timeframe for timely replacements.
Brand Knowledge	Understand the complete repair process for the brands we service. Complete vendor training as required and new training opportunities provided by the vendor. Continuously update knowledge of the brand's latest software, firmware versions, and shims (if applicable). Know the specific steps to follow when returning parts. Know the escalation process for difficult repairs and the channels to follow for each vendors. Study vendor guides provided for troubleshooting and fault symptoms and use this information to apply to repairs.
Admin	Regularly update service jobs with relevant information. Use in-house systems for data input, tracking, and communication. Communicate timely updates to customers using the systems. Collaborate with administrators by sharing important details. Maintain data accuracy in the systems.
Management of queue / customer service	Communicate job updates promptly to stakeholders. Raise repairs needing attention with administrators. Collaborate with administrators to find solutions. Propose strategies to reduce wait times on repairs.
Relartionship with schools	Assist with company communication to customers. Update the sales team with any customer enquiries.
Edunet Services	Prepare devices for imaging. Imaging of laptops for school orders. Assist with deliveries of equipment within promised time frame. Provide support to sales SA team for deploying AV equipment onsite.
Ad Hoc	Other duties at Services Manager’s request

WHAT TO BRING TO THE ROLE?

• Excellent telephone manner and interpersonal skills
• Clear verbal and written communication skills.
• Clear alignment with Solution One values and culture.
• Demonstrate ability to work as a team but also autonomously with little supervision.
• Time Management Skills

Please apply via jobs@solution-one.com.au