JOB TITLE:
Field Service Engineer/Technician

EMPLOYMENT TYPE
Permanent Full Time

JOB FUNCTIONS
The Services team sits within our greater Edunet family and is the cornerstone of our offering. While Edunet supply 5000+ laptops into Government and Independent schools across Victoria every year, the provision of Warranty and Insurance repairs are an integral part of our overall client offering. The successful applicant will have the responsibility for performing repairs to laptops, desktops and tablets in a timely and efficient matter either remotely or onsite. The role works within the Services team, building strong relationships with customers and ensuring that the highest level of services is provided for the Edunet end-to-end solution.

ABOUT THE JOB

• Outstanding company culture
• Independent role with company car, laptop and phone provided
• Previous experience looked on favourably and additional training provided

ABOUT THE COMPANY
Is this your springboard into a career in technology? Do you live in the Northern Suburbs of Melbourne? The successful applicant will be provided with all training needed and we will work with you develop a technical skillset to ensure your success in the role. SolutionOne's education arm of the business supports schools all over Victoria. Our current opportunity is for a laptop repairs guru based in and around the Northern suburbs of Melbourne. We will provide a company car, laptop and phone and this role is eligible for our company bonus scheme. SolutionOne also has a strong presence in the Education as well through their Education division, Edunet. As a trusted Education Reseller, we partner with Australian Schools to deliver the best technology solutions to drive educational outcomes. You will work with trusted brands such as Lenovo, Apple, Acer, HP and ASUS. Our warranty service team is growing. They have now hit the next critical milestone of needing to add an additional team member to cover the incoming workload. The northern suburbs in Victoria is a growth corridor as we continue to add more schools to our Edunet community.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES

• At least one year experience repairing and installing hardware and software
• Proven experience with technical troubleshooting
• Working with Children Check and Drivers License
• Time Management

KEY RESPONSIBILITIES

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	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.
Relationship 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.
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
• Demonstrate ability to work as a team but also autonomously with little supervision.

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