Repairs Administrator - Malvern, United Kingdom - Smartbox Assistive Technology Ltd

Description

The Company
Smartbox creates technology that gives a voice to people that don't have speech.

Our products include a combination of specialist hardware, software and content and are used by people with disabilities across the world.

We are one of the leading companies in the field and pride ourselves on our innovative products and high levels of customer service.

Everything we do is driven by a passion to improve the lives of people that use our technology.

At Smartbox we believe everyone has the right to a voice. This is what the company was founded upon nearly 20 years ago and remains true today.

Our users represent a diverse community of individuals, and we want to support them by promoting an inclusive culture within our team.

The Smartbox Head Office is in Malvern, Worcestershire. We have a second major office in Bristol and a smaller one in Pennsylvania, US


The Job
Join our purpose-driven Repairs team and contribute to people's success with alternative communication and their assistive technology.

We are seeking a highly organised Repairs Administrator to manage the logging, collection, booking in, and return of communication aids for repair.

Attention to detail and accuracy are key to this role.

You will be part of a busy repairs team, and being able to manage your time and prioritise tasks is essential.

As a member of our team, you will help deliver a critical service to our customers, reducing the time they are impacted by technical faults or damage to their technology.

A person's communication aid is essential for them to fully participate at home, work, or school, and our team calmly and efficiently provide solutions when people need it most.

Primary duties include:

• Processing RMA forms for both customers and distribution partners, ensuring accurate and timely resolution of all repair requests.
• Organising and monitoring the collection of devices requiring repair, including arranging for the safe and efficient transportation of all items.
• Organising and monitoring the collection of swap out devices including arranging for the safe and efficient transportation of all items through close coordination with the Repairs Team.
• Collecting devices from the warehouse and arranging them in the Book In shelves to ensure tracking of all items.
• Accurately recording new repairs and logging devices from external repairers to maintain a clear record of all repairs.
• Procuring necessary repair parts and replacement parts, ensuring timely delivery and efficient use of company resources.
• Following up on customer payments to process shipping, maintaining clear communication with customers to ensure timely resolution of all issues.
• Preparing completed repairs and swap out devices for safe transit and organise worldwide shipping while maintaining a good understanding of nonGB shipping requirements.
• Preparing faulty Apple and Microsoft devices for safe transit and organising worldwide shipping while maintaining a good understanding of nonGB shipping requirements.
• Recording returned tradein devices according to company specifications, maintaining clear and accurate records of all transactions.
• Coordinating with thirdparty suppliers for the secure disposal and recycling of tradein devices and back boxes.
• Ensuring the packing area is wellstocked, clean, neat, and up to company standards to ensure the safety of all team members.
• Monitoring the inventory of spare parts and swap out devices.
• Procuring licenses as required for the repair process.
• Coordinating with thirdparty suppliers and assisting with the disposal of unwanted tablets

Secondary duties include:

• Ensuring the deletion of backups within the required time limit to maintain data security and compliance with company policies.
• Organising safe storage and disposal of batteries and WEEE to comply with environmental regulations and maintain a safe working environment.
• Reviewing the status of open repairs and providing regular updates to management and other team members.
• Representing the repair team and providing updates on progress for assigned projects, ensuring that all work is completed to the highest standard and on time.
• Participating in Repairs and Service team meetings and planning sessions to actively contribute to improving operations and achieving company goals.
• Ensuring data management is aligned with GDPR policies and processes to maintain data privacy and security.
• Prioritising and managing workload in line with personal objectives and company goals to achieve optimal efficiency and productivity.
• You will also be asked to perform other duties on an adhoc basis and will need a proactive attitude to this._

Essential skills/attributes

• Excellent attention to detail.
• Ability to follow detailed instructions.
• Excellent communication skills.
• Excellent knowledge of Microsoft Windows.
• Excellent knowledge of Microsoft Office.
• Ability to work both independently and as