Onsite Service Administrator

Job Duty

Technical

• Perform onsite troubleshooting with customer, area include Network connectivity, PC hardware unit, Windows OS, Application install.
• Customer handling – Work with account manager to deliver the services.
• Manage Inventory – monitor and manage toner parts inventory
• Handle multiple solutions associate with Multi-Functional Printer such as Print management, Scan connector, DMS, monitoring tools.
• Project management – Work with Project manager on deployment.
• Other Ad-Hoc task such as inventory check.

OSA

Daily Routine

HP Printing service

• Ensure Printer/MFP in working condition, escalate to correct party if necessary
• Monitor toner/parts level and keep track of inventory including spare parts/unit

Communication

• Respond to email in a timely manner
• Respond to telephone inquiry if apply
• Customer handling
• Communicate with Servicing Team on schedule.

Service Ticket Management

• Log incident ticket after customer report issue.
• Manage tickets until closure.

Supplies and Consumables

• Check Remote Monitoring Management Console (RMMC) detects the levels of toner, ink, print heads, image drums and maintenance kits. 
• Ensure thresholds and shipping labels are customizable by site.

Moves, additions, changes & DiSPOSES (MACD)

• Notify the ADM of any Installs, Moves, Additions or Changes in order to arrange for the paperwork and charges that might be applicable.
• The following MACD CO form is required to be filled and signed off prior to any movement of the devices.
• Upon completion of the MACD activities, OSA are required to provide the UAT signed off form, updated MSL and floor map.

*** Working hours (Monday to Friday, 0830 to 1800) ***

Requirements

• Experience working in or closely related to the IT industry.
• Customer Service orientated.
• Ability to learn various solutions technologies including, fax, security, scanning & printing software
• Ability to work as individual or as a team
• Fair English Language as both OSA and solution support require fair amount of English writing and speaking.
• Good communication skills during escalation to minimize misunderstanding.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.