Responsible for timely and high quality repair of Vispero productsincluding troubleshooting, repairing, testing and refurbishing Warranty and out-of-warranty product returns from Vispero customers as well as rework of new product inventory as required.
Duties, roles, and responsibilities of Service and Repair Technician.
Demonstrates high proficiency in electronic/electro-mechanical equipment troubleshooting, repair (including soldering of PCB’s) and testing for assigned Vispero hardware products.
MEASURE:Number of repairs completed and % of Service Warranty returns.
Identifies root cause of product failure modes, recommends the required repairs and consults with Vispero engineering as needed.Completes all necessary repairs within the specified priorities and turnaround times stated below.
MEASURE:Number of repairs completed and % of Service Warranty returns
Maintains detailed records in Vispero RMA tracking system including description of product failure modes, cosmetic appearance, tests performed and test results, complete detailed description of all repairs made and all parts used.
MEASURE:Completeness of details for quality data reporting and for providing customer responses.
Calculates time and materials costs for out-of-warranty repairs and makes sure the customer is notified.Documents all proposed repair details in the RMA pending customer payment.
MEASURE:Completeness and accuracy of costs,Timely customer communications
Determines if a particular product cannot be repaired and makes recommendation for appropriate customer action.
Check’s Serial Number history of returned Exchange/returned units and processes per company guidelines:For any unit returned for 3rd time due to field failure(customer RMA), the supervisor should be notified to determine if the unit needs to be removed from service.
To ensure Vispero quality standards, ALL completed repairs and rework MUST be submitted directly to Tampa Warehouse QC team – no exceptions.
Works closely with multiple departments including, but not limited to:Quality Assurance, Engineering, Customer Service, Warehouse Quality Control and Purchasing.
Answers incoming calls/emails providing excellent customer service to internal Vispero
Group employees who request information and assistance.
MEASURE:Feedback from peer groups.
All requests for time off must be approved by the VP of Customer Success & Quality and need to be requested 2 weeks in advance.
As required, performs updates and rework of production products to enable revenue shipments.
MEASURE:Number of rework units completed, Quality of rework determined by number and % OBF product returns
Service Repair Technician work priorities – each individual Service Repair Technician is responsible for completing work assignments based on these priorities. Assignments will be made at the product level and clearly communicated to the Service Repair Technician team:
Complete all assigned Customer Warranty repairs within 5 business days –this means no more than 5 business days between the date the returned product is received in the Tampa warehouse until the repaired and tested unit is shipped back to the customer.
Complete all assigned Customer Out-of-Warranty repairs within 5 business days after receiving customer approval or advance payment for the work.
When you have completed all Priority 1 and Priority 2 work, assist other Service Repair Technicians who are not able to complete their Priority 1 and Priority 2 work due to high number of product returns of those products.
Perform required New Product Rework as requested to enable revenue shipments. This work should only be performed after all Priority 1 and Priority 2 work has been completed.
Process rework/refurbishment of assigned exchanged units for return to stock as time allows.This work should only be performed after all Priority 1, Priority 2, and Priority 3 work has been complete.
MEASURE:% Customer Warranty Repairs completed within 5 Business days reported monthly
% Customer Out-of-Warranty Repairs complete in 5 Business days reported
Proficiency in written and verbal communication
Proficiency in electronic equipment troubleshooting, repair (including soldering of PCB’s) and testing.
Intermediate-advanced knowledge of video electronics and electro-mechanical products
Must be patient, detail-oriented, self-motivated, and resourceful
Must be cooperative, organized, and have good interpersonal skills
Two-year Associate’s Degree or equivalent with a technical/electronics background and/or four years of related work experience.
If you have a passion for excellence and want to work with an outstanding team of experts, working in an exciting, challenging, fast paced environment for the world’s leading assistive technology company, please send your resume to email@example.com.