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ServicePoint has an immediate need an OER Technician to assist on a 6+ month possible temp to hire opportunity located in the Easton area of Columbus, OH. This will be working 8-5 Monday-Friday and is 100% onsite with some off-hours support needed at times. This position is NOT overly technical at all, so if you're seeking a position that has a technical background 100% of the time, this is very light technical and more labor. There is a chance in the future for growth into a more technical role.
Operational Responsibilities:
· Prep and ship boxes to departing colleagues to collect equipment.
· Receive and process equipment shipped back.
· Clean/Test equipment for redeployment
· Box and prep redeploy equipment for shipping.
· Ticket queue management - Technicians are expected to manage their ticket queue, coordinate work accordingly, and close tickets on a timely manner with proper notes.
· Ticket notation - Technicians are expected to, at a minimum, note their tickets utilizing the note template provided.
· Ticket Assignment - IF a ticket needs re-assignment, technicians are to enter notes accordingly and/or reason for re-assignment.
· Escalation - Technicians are to use escalation paths set by the customer
· SLA Management - Work performed by the OER team has an SLA assigned that must be adhered to.
· Stockroom Management - Technicians are responsible for correctly assigning and physically moving equipment to the correct stockroom and managing inventories.
· Stockroom Repair - Technicians are responsible for the Stockroom Repair SLA. Repairs are completed once the machine is in full operational order and has a valid base image.
· Asset Management - Technicians are responsible for following Asset Management protocols and deliverables. Failure to comply will result in penalties and performance evaluations.
· Updating Asset - Asset dispositions are to be updated the day the equipment is being processed.
· Data Certification - Technicians will complete data certifications, and any discrepancies will be
§ reviewed and will apply actions to mitigate discrepancies and the reason for such discrepancies.
· Parts Ordering - Technicians are responsible for ordering parts and return of warranty parts accordingly.
§ Failure to return parts on time will result in a performance evaluation.
· Disposal - Technicians are responsible for coordinating and providing accurate data of disposal items.
Qualifications:
· 2+ years of professional experience
· Ability to respond effectively to client inquiries and complaints
· Possess excellent verbal and written communication skills
· Effective time management for assigned work and administrative responsibilities
· ServiceNow or comparable ticketing system
· Ability to lift 50 lbs. without restrictions