It Field Support Specialist

hace 1 semana

Madrid, Madrid, España Trt Shared Services, Opc A tiempo completo

Job Summary

As a Field Support Engineer at Trt Shared Services, Opc, you will be responsible for managing spares movement, resolving minor incidents, and assisting with parts deliveries to Field Engineers and Service Partner Engineers onsite. Your primary workflow will involve spares management, quarterly stock takes, onsite minor break-fix hardware maintenance, and conducting physical and logical audits for proactive sparing. You will also be responsible for handling spare parts deliveries, issuing IMRs and PORs, and assisting VCA's and BDA's for investigating missing parts from stock counting. Additionally, you will be required to ensure above 95% accuracy between NetSuite inventory database and actual TRT & SeP warehouse spares, resolve incidents or tickets within SLAs, and communicate with customers in a prompt, professional, and reliable manner.

Key Responsibilities

• Manage spares movement inbound and outbound the warehouse
• Handle quarterly stock take in Local Warehouse & Service Partner Warehouses
• Onsite minor break-fix hardware maintenance (Hot swap hard disk replacement, cable reseat, etc)
• Conduct onsite physical & logical audits for proactive sparing
• Handle spare parts deliveries to FE, SeP & client
• Issue IMR's, POR's
• Assist VCA's & BDA's for investigating missing parts from stock counting
• Ensure above 95% accuracy between NetSuite inventory database and actual TRT & 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
• Escalate calls through the correct channels promptly
• Comply fully with company policy to always protect the interests of TRT
• Local ticket management/status monitoring and make sure they are resolved within SLAs
• Warehouse inventory movement monitoring
• Ensure warehouse parts labelling & binning is compliant with TRT global standard
• Ensure procedures are properly followed when onsite
• On time support for spare parts
• Disaster Recovery: Coordination within FE / SeP team for urgent part requirement onsite
• Handle coordination & keep good working relationships with logistics and service partners
• Coordination with known local vendors for urgent logistics sparing
• Coordination with VCA, BDA & GSD division for parts needed for a call
• Coordination with VCA, BDA & GSD division for inventory movement
• Service Call Updates: Ensure timely updating to GSD & FE for calls requiring additional parts on-site
• Ensure that all onsite service calls under your responsibility are updated to the GSD Team within the agreed Service Level of the client contract
• OH&S; Work Environment: Ensure that the warehouse or technical work areas remain clean and always organized
• Ensure that you adhere to ESD procedures

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