Job Title: Associate Field Engineer
Job Functions: The primary functions of an AFE are to manage the spares movement inbound and outbound of the warehouse, resolve minor incidents raised by our customers, and assist with parts deliveries to Field Engineers & Service Partner Engineers onsite.
Incidents and changes can relate to servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.
Primary Workflow:
Spares management inbound and outbound of 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. Perform quarterly onsite preventive maintenance per assigned customer. Handle spare parts deliveries to FE, SeP & client. Issuance of IMR's, POR's Assist VCA's & BDA's in investigating missing parts from stock counting. Customer communication Updating TRT internal procedures Learning additional technical and non-technical skills. Sourcing Local Service Partners Sourcing Local Logistic Partner / Supplier Required Deliverables:
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. 24 x 7 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 & binning is compliant with TRT global standards 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 & maintain 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 Appropriate escalation to Shift leader or Field Services Team Leader when necessary. Service Call Updates:
Ensure timely updates 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 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. Qualifications: Certification on Various Networking platforms Strong understanding of Networking fundamentals Cisco and Juniper Certification preferred. Solaris - Oracle Certified Professional VMWare - VMWare Certified Professional TSM - IBM Certified Deployment Professional Preferably have 7 years of experience in IT spare parts control & warehouse maintenance Willing to be assigned to TRT office location, and to travel to TRT offices globally on an as-needed basis.
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