Technical Support Representative | UPS - Parts Logistics | Mandaluyong

Job Summary:

Provide technical support over the phone to the field on power UPS products. Ensure that the information given to our customers is timely and accurate. Assist the Liebert sales offices over the phone in identifying appropriate parts for Liebert unit repair. Provide parts pricing to the sales offices, as well as end users, and assist them in placing parts orders that will ensure timely delivery.

Responsibilities:

1. Order Placement/ Processing

• Receives order information from the customer and validate details (address, ship method, part number, quantity, etc.) in system tools such as Part Requirement Page, Oracle EBS and other support tools.
• Appropriate selection of shipping method in accordance to order priority.
• Process orders in Part Requirement Page and Oracle EBS in a timely manner with 100% accuracy.Act as a process expert and understand the upstream and downstream implications of the activities performed in the team.

2. Price and Availability

• Require part number and validate part number in system tools such as CPQ, Oracle EBS and other support tools.
• Utilize system tools such as CPQ and Oracle EBS to get the correct price and estimated lead-time for customer inquiries. Coordinate with planning team to get accurate parts availability for all field inquiries.
• Seek assistance from Global Database Team for parts with no price or questionable pricing in the system with Service Now Ticket.

3. Tracking

• Require reference such as order number or purchase order to get order details.
• Timely monitoring and update of Smartsheet P1 Monitoring Down Unit Dashboard
• Utilize tracking tools like track-trace and MNX Netship systems to retrieve shipping and tracking information

4. Customer Commitment

• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
• 3. Assists customers in handling, servicing, follow-up, communication and closure of issues.

Requirements:

• Bachelor’s Degree in Engineering (Electrical/Electronics), or related studies.
• At least 1.5 years as Associate Engineer, Parts Coordinator or relevant experience
• Experience in Customer Service Industry
• Specific Knowledge/Ability
• Has a sound knowledge of Liebert Products and Services
• Knowledge in spreadsheets and word processing software.
• Customer Orientation
• Proficient with writing reports and procedure manuals
• Excellent time management and organization skills
• Ability to prioritize workload and complete multiple tasks in a predetermined time frame
• Able to read and comprehend schematic, diagrams.
• Good understanding of product documentation systems and processes.
• Speaks and writes English

SALARY & BENEFITS:

• Transportation allowance
• Rice Allowance
• HMO given on day 1 (Dependents upon regularization)
• List of benefits will be disclosed upon discussion

Job Type: Full-time

Salary: Php21,000.00 - Php23,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training

Schedule:

• 8 hour shift
• Shift system

Supplemental pay types:

• 13th month salary
• Yearly bonus