Service Center Planning Technician

Southampton, GB

Job Type: Full-time

Offer number: 4845

EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.

Job summary

The Service center Planning Technician is responsible for analyzing and validating customer service Return Merchandise Authorization (RMA) requests, planning RMAs, and coordinating resources efficiently with the manager. You will serve as the primary point of contact with Customer Service Representatives (CSRs) about customer products and maintain inventory levels of service-related materials. The ideal candidate will have knowledge of EXFO products and software environments, proficiency in SAP and Microsoft Office Suite, and excellent communication and teamwork skills. If you're self-motivated, adaptable, and passionate about delivering exceptional service, we encourage you to apply.

What you’ll do

1. Analyze and validate services requested by customers to determine appropriate action and changes when required.
2. Prioritize repair tasks based on urgency and customer needs.
3. RMA Planning: Utilize SAP to plan RMAs processes efficiently within the Service Center load. Ensure timely processing and tracking of RMAs to meet service level agreements.
4. Resource Coordination: Collaborate with the manager or service coordinator to allocate resources effectively for service tasks. Coordinate technician schedules and assignments to optimize productivity.
5. Point of Contact: Serve as the primary point of contact with Customer Service Representatives (CSRs) to address customer inquiries and concerns. Provide regular updates on service statuses and resolutions to CSRs.
6. Inventory Maintenance: Manage and maintain inventory levels of Service center materials and equipment. Request purchases to restock as needed.

What we are looking for

• Candidate should be familiar with electronic test equipment to facilitate efficient troubleshooting and understanding of repair processes. Would be beneficial to have knowledge of EXFO products and software applications.
• Familiar with ERP software system to manage RMA planning and other service-related tasks effectively and ideally familiar with SAP.
• Ability to utilize Microsoft Word and Excel for documentation, reporting, and data analysis purposes.
• Demonstrated ability to work independently and take ownership of tasks to ensure timely completion.
• Ability to adapt to changing priorities and work efficiently in a fast-paced environment.
• Excellent verbal and written communication skills to interact effectively with internal teams and external stakeholders.
• Strong collaborative skills to work cohesively within a team and contribute to achieving common goals.

Education: BTEC/City guilds in Electronics.

Experience: Minimum 2-3 years of electronic test equipment service experience with good understanding of electronics. Knowledge of optical equipment is beneficial.

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.

For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.