Field Support Specialist

hace 1 día

Zaragoza, Zaragoza, España Trt Shared Services, Opc A tiempo completo
Job Summary

As a Field Support Engineer at Trt Shared Services, Opc, you will play a crucial role in ensuring the smooth operation of our warehouse and technical work areas. Your primary responsibilities will include managing spares movement, resolving minor incidents, and assisting with parts deliveries to Field Engineers and Service Partner Engineers onsite.

Key Responsibilities

• Manage the spares movement inbound and outbound the warehouse to ensure accurate inventory levels.
• Resolve minor incidents raised by customers in a timely and professional manner.
• Assist with parts deliveries to Field Engineers and Service Partner Engineers onsite to ensure prompt support.
• Handle quarterly stock take in Local Warehouse and Service Partner Warehouses to maintain accurate inventory levels.
• Perform onsite minor break-fix hardware maintenance, including hot swap hard disk replacement, cable reseat, and other tasks as required.
• Conduct onsite physical and logical audits for proactive sparing to identify potential issues.
• Perform quarterly onsite preventive maintenance per assigned customer to ensure optimal equipment performance.
• Handle spare parts deliveries to FE, SeP, and client to ensure timely support.
• Issue IMRs and PORs as required to facilitate parts delivery and resolution of incidents.
• Assist VCA and BDA in investigating missing parts from stock counting to ensure accurate inventory levels.
• Communicate with customers to ensure prompt and professional support.
• Update TRT internal procedures to ensure compliance with company policies and procedures.
• Continuously learn additional technical and non-technical skills to enhance job performance.
• Source Local Service Partners and Local Logistic Partner/Supplier to ensure timely support.

Deliverables

• Ensure above 95% accuracy between NetSuite inventory database and actual TRT and SeP warehouse spares.
• Ensure all supported incidents or tickets are resolved within SLAs.
• Ensure all customer communication is prompt, professional, and reliable.
• Ensure all commitments made to customers are met or re-scheduled with the customer's knowledge and approval.
• Continuously learn additional technical and non-technical skills to enhance job performance.
• Escalate calls through the correct channels promptly.

Support Structure

• Comply fully with company policy to always protect the interests of TRT.
• Ensure local SeP is available for onsite requirements.
• Work with VCA team for local parts sourcing.

Accountabilities

• Local ticket management/status monitoring and ensure they are resolved within SLAs.
• Warehouse inventory movement monitoring.
• Ensure warehouse parts labeling and binning is compliant with TRT global standard.
• Ensure procedures are properly followed when onsite.
• Ensure on-time support for spare parts.

Disaster Recovery

• Coordination within FE/SeP team for urgent part requirements onsite.
• Handle coordination and maintain good working relationships with logistics and service partners.
• Coordination with known local vendors for urgent logistics sparing.
• Coordination with VCA, BDA, and GSD division for parts needed for a call.
• Coordination with VCA, BDA, and GSD division for inventory movement.
• Appropriate escalation to Shift leader or Field Services Team Leader when necessary.

Service Call Updates

• Ensure timely updating to GSD and FE for calls requiring additional parts onsite.
• Ensure that all onsite service calls under your responsibility are updated to the GSD Team within the agreed Service Level of the client contract.

Work Environment

• Ensure that the warehouse or technical work areas remain clean and organized.
• Ensure adherence to ESD procedures.
• Ensure compliance with all OHS requirements, including for lifting, cabling, rack mounting, and equipment in rooms that do not obstruct walkways.

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