IT Field Support Engineer - Japan

Position: Associate Field Engineer

Location: Japan

Requirements:

Candidates must possess a College Degree.

Training and Certification would be an advantage.

- Hardware Certification on Various Hardware platforms

- Strong understanding of Windows/Unix fundamentals

- AIX - IBM Certified System Expert

- IBM Storage

- IBM Certified Specialist

- Midrange Storage Technical Support

- Linux – Linux Professional Institute – Certification 2 or RedHat Certified System Administrator -

- Microsoft - Microsoft Certified Solutions Expert (MCSE): Server Infrastructure

- HP-UX - HP-UX Certified System Engineer

- Solaris – Oracle Certified Professional

- VMWare – VMWare Certified Professional

- TSM - IBM Certified Deployment Professional

Preferably have 4 years up of experience in IT spare parts control & warehouse maintenance

Willing to be assigned on the stated office location, and to travel to TRT offices globally on as needed basis.

Job Functions:

The primary functions of an AFE is to manage the spares movement inbound and outbound the warehouse, resolution of minor incidents that are raised by our customers and assisting on parts deliveries to Field Engineers & Service Partner Engineers onsite. Incidents and changes can be related to Servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.

Primary Workflow:

Spares management inbound and outbound the warehouse

Handle quarterly stock take in Local Warehouse & Service Partner Warehouses

Onsite minor break-fix hardware maintenance (Hot swap hard disk replacement, cable reseat, etc)

Conduct onsite physical & logical audit for proactive sparing

Perform quarterly onsite preventive maintenance per assigned customer

Handle spare parts deliveries to FE, SeP & client

Issuance of IMR’s, POR’s

Assist VCA’s & BDA’s for conducting investigation for missing parts from stock counting

Customer communication

Updating TRT internal procedures

Learning additional technical and non-technical skills.

Sourcing Local Service Partners

Sourcing Local Logistic Partner / Supplier

Required Deliverables:

Ensure above 95% accuracy between NetSuite inventory database and actual TRT & SeP warehouse spares

Ensure all supported incidents or tickets are resolved within SLAs.

Ensure all customer communication is prompt, professional and reliable

Ensure all commitments made to customer are met, or re-scheduled with the customer’s knowledge and approval

Continuously learn additional technical and non-technical skills

Escalate calls through correct channels in a timely manner

24 x 7 Support Structure

Comply fully with company policy to always protect the interests of TRT

Ensure local SeP is available for onsite requirement

Working with VCA team for local parts sourcing

Accountabilities:

Local ticket management / status monitoring and make sure they are resolved within SLAs.

Warehouse inventory movement monitoring

Ensure warehouse parts labelling & binning is compliant with TRT global standard

Ensure procedures are properly followed when onsite

Ensure on time support for spare parts

Disaster Recovery:

Coordination within FE / SeP team for urgent part requirement onsite

Handle coordination & keep good working relationship with logistics and service partners

Coordination with known local vendor for urgent logistics sparing

Coordination with VCA, BDA & GSD division for parts needed for a call

Coordination with VCA, BDA & GSD division for inventory movement

Appropriate escalation to Shift leader or Field Engineer Team Leader when necessary

Service Call Updates:

Ensure timely updating to GSD & FE for calls requiring additional parts on-site

Ensure that all onsite service calls under your responsibility are updated to the GSD Team within the agreed Service Level of client contract

OH&S Work Environment:

Ensure that the warehouse or technical work areas remain clean and always organized

Ensure that you adhere to ESD procedures

Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.