Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
Provides technical onsite support to customers availing of Epson Maintenance Agreement for RIPS2 (WF-C869R) and LIJ.
Consistently achieve the two hours onsite response time at the customer site.
Explains and discuss with customer the unit repair activities, findings, and applicable recommendations.
Prepares report as required.
Conducts preventive Maintenance at the customer site.
Performs Monthly Meter Reading at the customer site.
Prepares and submit the RRCS form signed, dated, and accepted by the customer.
Conform with CS Escalation Process and Timing
Adhere to the established processes and policies of the client.
Timely update of repair activities in Epson Service System
Timely return of defective and unused EPSON parts
Conducts Operator's Training during installation.
Achievement of Business Index
Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
Take full responsibility and the required action for the assigned tasks.
Meet and adhere to attendance requirements based on Service Level Agreement
Meet and exceeds KPI targets set by the client.
Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.
Minimum Qualifications
With at least 1 year of hands on experience in printers
