Support Engineer(Head)

Mercantile Office Systems

Durbar Marg, Kathmandu, Nepal

This job is expired 7 years, 2 months ago

Support Engineer(Head)

Basic Job Information

Job Category	:	IT & Telecommunication
Job Level	:	Senior Level
No. of Vacancy/s	:	[ 4 ]
Employment Type	:	Full Time
Job Location	:	Durbar Marg, Kathmandu, Nepal
Offered Salary	:	NRs. 30,000 Monthly
Apply Before(Deadline)	:	Feb. 12, 2018 23:55 (7 years, 2 months ago)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	More than 2 years

Other Specification

Communication

Able to communicate issues/ risks to team members and clients as felt required

Flexibility

Should be able to work on off time, weekends as per the requirements

Problem Solving

Should be able to resolve issue, suggest clients as per their requirements and do cross sell when required

Customer Service Oriented

Should be able to maintain customer relationship and perform outstanding service

Time efficient

Should be able to manage time efficiently

Initiation

Should be able to take initiation on his own and should be independent

Dedication

Should have the dedication to problem-solving with high level of concentration and commitment.

Job Description

Installation of the supplied UPS, PAC and Smart Solutions system at customer premises
Technical diagnostic and maintenance of installed UPS, PAC and Smart Solutions
Diagnose and maintenance of UPS system and battery and PAC Indoor/ Outdoor units
Diagnose and maintenance of all power equipment and PACs, at board-level repairing if required of any devices
Coordinate within the department to optimize the service level and minimize the downtime of the installed system
Analyze the inter-personal and technical problems and skill level and recommend accordingly for skill enhancement if required
AMC contract documentation and deal with different customers depending upon their service needs
Analyze failure rates of the installed systems and maintain the log for the reference and update accordingly to principal if required to get the technical resolution
Coordinate with different local vendors for availing the components and accessories required for the installation and support as per the company norms
Maintain log reports, recommendation reports, and PMS reports for different AMC and Warranty customers
Educate customer technical personnel for the basic failure diagnosis
Deal with AMC customers related department to act upon the recommendation reports sent by Mercantile service
Take regular feedback and satisfaction reports with different customers installation based (AMC and Warranty)
Share the problems while on AMC services with the team and find a way out to rectify and resolve the problem.
Forecasting of spares in order to maintain minimal buffer stock depending upon consumption ratio and product model, not affecting on customer services.
Periodically check and balance of the payment collection to be received from customers, if needed follow-up on different levels for pending collection.
Analyze our services deliveries to customers and discuss on the service level enhancement, how can we make service deliveries in more effective manner and promptly