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Careers

TECHNICAL SUPPORT ENGINEER

JOB DESCRIPTION

Title:                               Technical Engineer 

Reporting To:                  Technical Services/3rd Party Development Manager

Location:                          Chessington

Contract:                          Permanent, Full Time

Hours:                               38.5 hours per week

JOB SUMMARY

To take ownership of customer issues reported and seeing technical faults through to resolution

To research, diagnose, troubleshoot, and identify solutions to resolve technical issues with arcade machines

KEY DUTIES

Job Description:

  • Provision of a world class technical support experience through multiple channels including email and telephone for customers worldwide as well as from internal departments to ensure full understanding of the issue, including the impact to customer.
  • Work as a Sega technology support advocate in providing prompt technical assistance including the evaluation and repair of customers electronics received in the technical repair centre.
  • To repair, test and refurbish various electrical components in a cost effective and timely manner (ideally within 3 working days) and to ensure that machines comply with latest technical bulletins and modifications
  • To diagnose PC faults, carry out repairs or replace faulty components, re-image HDD’s and test PC’s networking capability
  • The building and maintenance of test fixtures to enable the tech department to give the best possible support to customers while helping with fault finding and general understanding of the machine when offering support to customers over the telephone and email.
  • Advanced technical support involving arranging for a machine to be shipped into Chessington to strip down in order to understand how each component operates. Create an in-depth and advanced technical support document to enable future repairs of the machine.
  • Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.
  • Prioritise workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases.
  • Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experience.
  • Approach each case with a goal of ensuring Sega products are performing at an optimal level by addressing any underlying or additional problems during each customer engagement.
  • Maintain high standards for customer communication and response times.
  • Create and update technical help guides for specific issues with machines.
  • Stock management of all parts and components within the repair centre including the sourcing of components from local suppliers to enable the repair of products.
  • RMA Management: Request to the manufacturer of parts to be sent to Sega to cover customer’s warranty cases worldwide. Pursuing the customer to retrieve the faulty part(s) and returning the parts to the manufacturer under the correct RMA for full credit.
  • Management of the internal CRM system – Opening, updating, and closing of cases.
  • To take reasonable care for health and safety of themselves and others who may be affected by their acts or omissions
  • To ensure that work area is kept clean, tidy and free of hazards and that good housekeeping is maintained at all times.
  • Ensure all gaming products are fully compliant and machines are correctly labelled.

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