Associate Field Engineer

**Job description**

**Introduction**:
Our company is built of the quality of the service that we provide to our client whether that is maintenance managed professional or the actual technology itself as service. It is all a service. So, no matter how strong you are in a technology you are unlikely to be a successful applicant for this role without a proven track record in delivery industry best client services. At TRT we service clients not technology a subtle but key differentiation. In addition, we are looking for applicants that are willing to grow into cross technology specialists as storage networking or server specialists instead of vendor-based specialists. The successful applicant must display a resilience in their previous work history that has meant that they have learnt and achieved where others failed to.

**Job Functions**:
The primary functions of an AFE is to manage the spares movement inbound and outbound the warehouse, resolution of minor incidents that are raised by our customers and assisting on parts deliveries to Field Engineers & Service Partner Engineers onsite. Incidents and changes can be related to Servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.

**Primary Workflow**:

- Spares management inbound and outbound 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 audit 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 for conducting investigation for 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 customer are met, or re-scheduled with the customer’s knowledge and approval
- Continuously learn additional technical and non-technical skills
- Escalate calls through correct channels in a timely manner
- 24 x 7 Support Structure
- Comply fully with company policy to always protect the interests of TRT
- Ensure local SeP is available for onsite requirement
- Working with VCA team for local parts sourcing

**Accountabilities**:

- Local ticket management / status monitoring and make sure they are resolved within SLAs.
- Warehouse inventory movement monitoring
- Ensure warehouse parts labelling & binning is compliant with TRT global standard
- Ensure procedures are properly followed when onsite
- Ensure on time support for spare parts

**Disaster Recovery**:

- Coordination within FE / SeP team for urgent part requirement onsite
- Handle coordination & keep good working relationship with logistics and service partners
- Coordination with known local vendor 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 Engineer Team Leader when necessary

**Service Call Updates**:

- **Ensure timely updating 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 client contract**

**OH&S Work Environment**:

- **Ensure that the warehouse or technical work areas remain clean and always organized**:

- **Ensure that you adhere to ESD procedures**:

- **Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.**

**Requirements**:

- Hardware Certification on Various Hardware platforms
- Strong understanding of Windows/Unix fundamentals
- AIX - IBM Certified System Expert
- IBM Storage
- IBM Certified Specialist

**Salary**: $5,000.00 - $6,856.46 per month

Schedule:

- Day shift
- Monday to Friday