Onsite Technician

HSN (Highpoint Service Network Corporation); Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

HSN (Highpoint Service Network Corporation) in Manila is seeking a Technical Support / Onsite Technician to provide hands-on technical assistance, diagnose hardware and software issues, and ensure customer satisfaction during every service engagement.

The role requires traveling to client sites, maintaining dispatch readiness, documenting service activities, and delivering professional, courteous service while upholding company safety standards.

Responsibilities

• Respond to onsite service tickets as scheduled by the Team Lead.
• Ensure readiness of required tools, spare parts, equipment, and documentation prior to dispatch.
• Travel directly to customer locations (Direct-to-Client) to minimize delays and optimize response time.
• Maintain dispatch readiness by 8:30 AM or earlier every working day.
• Accurately record dispatch, departure, arrival, and completion times for monitoring purposes.
• Complete all assigned service tickets while ensuring quality resolution and customer satisfaction.
• Submit Cash Advance (CA) requests at least one (1) day prior to scheduled trips.
• Submit liquidation and reimbursement requests within twenty-four (24) hours after trip completion.
• Maintain accurate service reports, technical documentation, and activity logs.
• Provide professional, courteous, and customer-focused service during all onsite engagements.
• Ensure zero complaints related to conduct, professionalism, and service quality from internal and external customers.
• Coordinate shipment, transfer, or delivery of spare parts and service units through approved logistics channels.
• Send, deliver, or retrieve ESG-related documents and materials necessary to support service operations.
• Comply with all company policies, safety standards, and operational procedures.
• Participate in special projects, deployments, rollouts, and operational initiatives as assigned.
• Perform additional duties and responsibilities assigned by management from time to time.

Job description

JOB/ROLE PURPOSE - The role of the Technical Support / Onsite Technician involves providing technical assistance and support to customers, resolving hardware and software issues, and ensuring customer satisfaction. Overall, it plays a crucial role in maintaining customer satisfaction and ensuring the smooth operation of technical products and services.

Responsibilities

The key duties of a Technical Support / Onsite Technician typically include:

• Respond to onsite service tickets as scheduled by the Team Lead.
• Ensure readiness of required tools, spare parts, equipment, and documentation prior to dispatch.
• Travel directly to customer locations (Direct-to-Client) to minimize delays and optimize response time.
• Maintain dispatch readiness by 8:30 AM or earlier every working day.
• Accurately record dispatch, departure, arrival, and completion times for monitoring purposes.
• Complete all assigned service tickets while ensuring quality resolution and customer satisfaction.
• Submit Cash Advance (CA) requests at least one (1) day prior to scheduled trips.
• Submit liquidation and reimbursement requests within twenty-four (24) hours after trip completion.
• Maintain accurate service reports, technical documentation, and activity logs.
• Provide professional, courteous, and customer-focused service during all onsite engagements.
• Ensure zero complaints related to conduct, professionalism, and service quality from internal and external customers.
• Coordinate shipment, transfer, or delivery of spare parts and service units through approved logistics channels.
• Send, deliver, or retrieve ESG-related documents and materials necessary to support service operations.
• Comply with all company policies, safety standards, and operational procedures.
• Participate in special projects, deployments, rollouts, and operational initiatives as assigned.
• Perform additional duties and responsibilities assigned by management from time to time.