Onsite Technician

About the Role

JOB/ROLE PURPOSE - The role of the Technical Support / Onsite Technician involves providing technical assistance and support to customers, resolving hardware and software issues, and ensuring customer satisfaction. Overall, it plays a crucial role in maintaining customer satisfaction and ensuring the smooth operation of technical products and services.

Responsibilities

The key duties of a Technical Support / Onsite Technician typically include:

• Respond to onsite service tickets as scheduled by the Team Lead.
• Ensure readiness of required tools, spare parts, equipment, and documentation prior to dispatch.
• Travel directly to customer locations (Direct-to-Client) to minimize delays and optimize response time.
• Maintain dispatch readiness by 8:30 AM or earlier every working day.
• Accurately record dispatch, departure, arrival, and completion times for monitoring purposes.
• Complete all assigned service tickets while ensuring quality resolution and customer satisfaction.
• Submit Cash Advance (CA) requests at least one (1) day prior to scheduled trips.
• Submit liquidation and reimbursement requests within twenty-four (24) hours after trip completion.
• Maintain accurate service reports, technical documentation, and activity logs.
• Provide professional, courteous, and customer-focused service during all onsite engagements.
• Ensure zero complaints related to conduct, professionalism, and service quality from internal and external customers.
• Coordinate shipment, transfer, or delivery of spare parts and service units through approved logistics channels.
• Send, deliver, or retrieve ESG-related documents and materials necessary to support service operations.
• Comply with all company policies, safety standards, and operational procedures.
• Participate in special projects, deployments, rollouts, and operational initiatives as assigned.
• Perform additional duties and responsibilities assigned by management from time to time.