Technical Service Lead (Australia)

RMA represents Return Merchandise Authorization; it is a brand procedure for returning faulty hardware for repair or replacement. Being a rapidly growing electronics company, we are looking for a candidate who can show experience in building a strong foundation for our service team in the return/repair process, data, and technical knowledge management with our customer service team who constantly provide WOW outcomes to our customers, cementing PRISM+ Australia as the BEST customer-oriented company.

This ambitious self-starter will be the rock of all technical know-how of PRISM+ products for the entire team. This individual will work closely with internal and external stakeholders to identify pain points, implement solutions, manage performance standards, and support RMA service operations. The candidate will be considered a key member of PRISM+ Australia. The Technical Lead will report to the Country Director Australia.

Responsibilities of Technical Service Lead include:

1. Work closely with 3rd party service providers to ensure seamless onsite service. Manage end-to-end processes, communication, and uphold performance management metrics (KPI).
2. Oversee 3rd party service provider’s consigned spare parts inventory management to ensure zero downtime in service recovery.
3. Identify opportunities for improvement in PRISM+ RMA Service operations by monitoring and analyzing the weekly RMA report, analyzing industry best practices on the return/repair process, and sharing findings with management during weekly team meetings.
4. Submit factory claims and monitor the weekly progress, reporting to management accordingly.
5. Ensure excellent internal communication with business units and drive the development of customer satisfaction goals, coordinating with the Customer Service team to achieve ambitious outcomes.
6. Work with the Business Analyst team to assess RMA service performance, data mapping, and provide data analysis to ensure RMA service departmental growth. Additional data tracking for cannibalization and refurbishments on a weekly basis and share with the RMA technical PIC for execution for cost optimization.
7. Coach and groom new hires in terms of product knowledge and technical support skills, providing solid technical support to aid the customer service team in effectively troubleshooting customer issues.
8. Conduct monthly stock counts for spare parts at the warehouse, update inbound spare parts items at the warehouse portal, and submit spare parts orders for onsite repair consignments.

Minimum Requirements:

1. Bachelor’s Degree in Engineering, or any relevant course of studies.
2. At least 5 years’ experience in an RMA Service role, having led the function for a minimum of 3 years.
3. Experience in successfully scaling or leading a high-functioning Service team.
4. A driven hustler with a positive attitude towards change and meaningful growth.
5. Comfortable with travel.
6. Strong understanding of Television & Monitors technical and product specifications.

Benefits:

1. 14 Days Annual Leave
2. 1 Day Birthday Leave
3. Annual outpatient benefit (Includes dental and optical benefits)
4. Annual increment
5. Performance bonus
6. Free flow snacks and drinks!