Service Centre Technician at Hotpoint Appliances Ltd

Job Purpose

• The purpose of the role is to meet departmental objectives by ensuring compliance of the set processes andprocedures.

Job Responsibility and Accountabilities

• Repair and service of HE and SDA goods in the Service Centre and on In-Home assignments.
• Handles all technical service related jobs and repairs at the Service Centre.
• Ensure compliance with RTAT activities, compliance to GRN procedures and follow-through.
• Follow laid down ISO repair procedures on every repair job.

Productivity and RTAT SDA

• 90% of all P&D and Carry-in, in-warranty SDA & amp; HE units within 4 hours
• All express service repairs within 45min
• All out warranty to be diagnosed and reports submitted to the technical supervisor within the same day of allocation.

Repeat Repair

• Achieve 0% of repeat repair due to workmanship.
• Educate customer on any misuse.

Workshop

• Maintenance
• Clean all units after repair and sections daily at the end of the day.

Diagnosis

• 100% accurate diagnosis to avoid multiple parts usage.

Tools Management

• 0% tools loss will be accepted

Productivity and RTAT HA

• 60% of all in-home, in-warranty HA units to be completed same day.
• All out warranty to be diagnosed and report to be submitted to the technical supervisor within the same day of allocation.

Repeat Repair

• Achieve 0% of repeat repair due to workmanship.
• Educate customer on any misuse.

Diagnosis

• 100% accurate diagnosis to avoid multiple parts usage.
• 0% request of same part due to poor workmanship.

Qualification

• Minimum of Diploma in Electrical/Mechanical Engineering or equivalent.

Experience

• Working knowledge of electronics repair.

Key Skills:

• Ability to exhibit patience and tolerance.
• Ability to work with minimum supervision.
• Ability to multi-task, prioritize and pay attention to details.
• Provision of feedback to customer and ensure satisfaction levels.
• Right escalation of issues beyond ones scope.
• Improve on the ways of working and resolve customers concerns to improve on their satisfaction levels.
• Demonstrate ability to take prudent action with little oversight.
• Demonstrate openness in communication to others, able to communicate to customers in a language they can understand, listen well and incorporate their thoughts and ideas.
• Track record for building trust and reliability to deliver desired results.
• Ability to work in a team while keeping in mind the overall company objectives.
• Ability to deliver required results and support customers in a timely manner.