Lowongan Kerja Teknik Komputer/IT, Teknik Elektro dan Industri di Acer Indonesia PT

Friday, April 23, 2010 URGENTLY REQUIREDWe are one of the fastest growing IT Company and now we are looking for a dynamic people to fill up the position of :

2nd Level Support Specialist
Responsibilities:

• Handle all special case unit (Notebook, Desktop, Server, Projector, LCD) problem which can not be solved by engineer that related to technical, product, and quality issue so as to meet customer expectation
• Escalate all of the special case unit which related to quality issues to Asia Pacific team so as to achieve the compliance level
• Up date information regarding service operation matters from Acer Asia Pacific to Service Operation department effectively
• Provide recommended solution to On Site Service regarding special unit case to be repaired in order to meet the agreed level of Service Level Agreement & Customer Satisfaction Index
• Conduct training for product and technical update to engineer and technical group in order to improve their performance so as to support the achievement of department objective

Requirements:

• University degree majoring in Computer Engineering
• Minimum 5 years working experience as 2nd level support in Brand Computer
• English is mandatory
• Strong technical knowledge and hands-on experience on Microsoft Windows O/S, Networking, Security, Unix, Database (SQL, Oracle, Progress), Lotus Notes, and Microsoft Office applications

Service Supervisor
Responsibilities:

• Supervise the implementation of operation plan in Authorized Service Centre (ASC) to be in line with SOP so as to achieve the agreed level of Service Level Agreement (SLA) and Customer Satisfaction Index (CSI)
• Follow up & provide the proposed recommendation to superior for decision making process on each customer complaint in order to ensure the achievement of SLA and CSI
• Coordinate & monitor customer service (front desk) team in order to provide excellence customer service & solution for walk in customer
• Execute program in ASC function of CSI, i.e. queuing system, uniform/groom, officer development program, good environment, etc., in order to increase level of Customer Satisfaction Index
• Set up internal meeting for ASC team which related to Operation of ASC in order to achieve high performance of ASC Team
• Provide weekly report which including on case quantity (closed and waiting collection), customer trend, SLA and front desk, Warehouse Transit & Bench Repair team performance to be submitted to Superior

Requirements:
Minimum Qualification:

• Minimum Bachelor Degree in electrical engineering or industrial engineering
• Minimum 5 years working experience in supervisory level
• Experienced in Service Center Operation in Electronic or IT Industries
• Proficient in English, verbal and written