Position Title :

Department :

Reports to :

Basic Purpose :

Principal Accountabilities :

KEY RESULT AREAS

1. SERVICE MAINTENANCE : Performs maintenance and troubleshooting for client accounts per services defined in the maintenance contract. Specifically; 1) Responds to requests and inquiries of client accounts with regard to their need for technical assistance; 2) Ensures that the services stated in the contract are satisfied at all times to include but not limited to the state response and resolution time; 3) In case of on-site assignments, coordinates closely with the department and other concerned group with regard to step-by-step status of the job; 4) Provides troubleshooting tips and guidelines over the phone as solicited by client accounts.
2. PREVENTIVE MAINTENANCE : Performs procedures on preventive maintenance on units/machines of client accounts covered by service contracts as scheduled.
3. REPORTS PREPARATION : Prepare required reports and submits these accordingly with regard to service and preventive maintenance tasks undertaken. Specifically, 1) Accomplishes the Job Action Report and submits this to client and Questronix;
4. QUALIFYING MACHINES : Conducts procedures to qualify a machine prior to execution of the maintenance contract.
5. TECHNICAL SUPPORT FOR PRE-SALES PROJECTS : Provides technical assistance to clients in collaboration with Pre-Sales Group by assisting in project planning and installation. Specifically, 1) Identifies technical and electrical requirements to ensure completion of a specific project; 2) Verifies and recommends if a specifications of a given technical environment of a proposed project are met; 3) Undertakes actual installation and configuration of machines which as for demonstrations as well as those that have been sold; 4) Undertakes procedures on accounts for Hardware and Software upgrading,
6. TECHNICAL SUPPORT FOR PROJECT IMPLEMENTATION : Provides technical support for the implementation of projects. Specifically, 1) Assists in the migration of data from old to new servers whenever necessary; 2) Performs technical procedures to ensure that requirements of a given project are delivered on time.
7. SE SUPPORT : Provides assistance to Systems Engineers whenever expertise is solicited by the situation.
8. Performs other duties as may be assigned from time to time.

Qualification Requirements

Education & Training

Specialized Knowledge/Skills