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The jobholder will be visiting/auditing GSM Local Repair Centres & drop-off points to ensure high levels of service to customers
The job is in Telford, however 70% of the time will be spent at the repair/drop-off locations
You will work closely with internal colleagues within the Wireless Service Structure as well as Wireless sales, marketing & finance
The position is mainly a technical role focusing on process audits/improvements & training
You will be auditing proposed Local Repair Centres to assess capability & suitability
Training all Local Repair Centres on the repair (Level 1&2) of mobile phone products
Responding to technical issues highlighted by Local Repair Centres Investigation & reporting of product related issues highlighted
Performance will be measured by the performance of Local Repair Centres:
Turn around time
Re-repair rate
Speed & accuracy of warranty claims
Proportion of repairs escalated to a higher level
Speed & completeness of response to technical issues
Quality & completeness of product issue reporting
Requirements Good working knowledge of mobile phone technologies
Experience in mobile phone field repair
and process analysis/auditing
Ability to transfer knowledge & understanding in to clear instructions for others
Previous experience in auditing/managing 3rd party Service Centres
Working understanding of PC based tools for test and repair
Suitable candidates please send CV's to Vaughan@probe-IT.com
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