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Senior RMA and Service Coordinator
2 years ago
3 years years
18 - 35 Years
Check warranty status for the items received (HPI, HPE, Lenovo, IBM, UPS, others)
RMA validation and Processing
Order Warranty Items from Suppliers and Partners thru online
Arrangement of RMA items (to SG, VN, HO, local suppliers and others)
Getting PO and Process Invoicing for HP Related by OB10-Online Invoicing
Handle day by day receiving and sending items (Good and defectives)
Return parts defectives back -Coordinate with DHL and Delivery Team
Assist engineer in identifying the required spare parts
Coordinate with principles in case of non-warranty
Close and update the status of part receive and return-GCSN every month
Update RMA status to service coordinator sometime direct to customers
Submit monthly report to the manager - HP Supplies and HP Consumer Report
Additional works assigned by manager as and when requested
Receiving every service items - For Warranty/No Warranty /Thakral SR
Follow up to supplier related to warranty products
Prepare warranty and non-warranty back (D.O)
Attending incoming Service Calls-update to related departments
Follow up all pending calls
Update customer about items/calls received
Communicate all service related
Processing delivery reports
Add report in system (PowerApp], Log files
Daily submit pending call report to manager
Arrange engineer for AMC, on-site and in-house calls
Daily checking all pending calls and manage all services related calls
Preparing and submitting service related quotation
Preparing AMC contract
Prepare request for billing (service charge and AMC)
Follow up all calls by phone or email for all service escalations in time
Provide Price and cost proposals in response to customer's request
Provide best service with full customers’ satisfaction.
Receive and answer phones call from customers.
Providing accurate information to customers (Service and product).
Enquiry and complaint handling.
Create case or log into CRM system (all problems).
Support on phone if possible.
Assign engineers to go on site support.
Categorize all SLA to the complaints when he/she create cases.
Call back to customers to inform the time or date that engineer can be reach.
Coordinate between engineers and customers.
Follow up all pending case and project with all engineers and related person every day.
Update case by keying report into CRM system through Service Report
Alert critical problem to call center supervisor or Assistant to Call Center supervisor.
Close case if it is solved.
Can replace other agent when needed.
Need to practice at the field with engineer according to the schedule.
Read all maintenance contracts.
Plan ahead for all engineer task.
Check all preventive maintenances on- site support weekly, monthly and yearly (schedule).
Required Knowledge, Skills, and Abilities
Bachelor’s Degree in Computer Science or any related fields
At least 3 years experienced in relevant skill and able to work under pressure environment,
Good communication, Leadership, Negotiation skills.
Highly flexible to resolve problem
Able to handle Customers objections and complaints
Able to handle Customers cases
Able to Handle Phone calls
Able to manage all AMC and doing monthly report for all AMC
Able to perform and familiar with RMA processes
Strong commitment, passion, self-motivation and be able to travel.
Ability to work with others and maintain good relationships with team
Ability to manage multiple tasks in various stages of effective and efficient results
Good command of English language
Apply for job
098 556 166
#36, 1st, Floor Residence 208, street 208, Sangkat Beoung Raing, Khan Daun Penh, Phnom Penh
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