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Service Center Planning Technician

Main locations: 

Spring, TX, US, 77386

Job Type:  Full-time
Workplace type:  On site
Offer number:  4831

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 

As a Service Center Planning Technician you will:

 

Repair Triage:

  • Analyze and validate services requested by customers to determine appropriate action and changes when required.
  • Prioritize repair tasks based on urgency and customer needs.

 

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.
  • Ensure sufficient inventory is available to support RMA volume
  • Update SAP with delays and estimated shipping dates based on the service center workload

 

Resource Coordination:

  • Collaborate with the manager or service coordinator to allocate resources effectively for service tasks.
  • Coordinate technician schedules and assignments to optimize productivity.

 

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.


 

This Job Description indicates, broadly, the duties of this position. It should be noted that the job title nor this Job Description limits the duties of this position, and the company may require you from time to time to do any other duties within your capacity. 

 

What we’re looking for 

 

  • Experience with the use of ERP (experience with SAP is an asset)
  • Experience with handling of electronic equipment are required
  • Experience in planning in an electronic equipment repair environment
  • Knowledge fiber optic equipment would be an asset
  • Knowledge of EXFO products and operation would be an asset
  • Very good computer literacy and understanding of databases, email, and spreadsheets.
  • Good verbal and written reporting skills.
  • Excellent attention to detail to produce a high-rate of ‘right-first-time’ results in all work.
  • Ability to learn new skills, technologies, and ideas rapidly.
  • Ability to work to within deadlines and under pressure while maintaining a positive attitude at all times.

 

Required Aptitudes

  • Customer, action, and results-oriented
  • Versatility
  • Strong sense of responsibility and organization
  • Autonomy, attention to detail, and accuracy
  • Ability to work as part of a team

 

Requirements

  • Relevant experience: Minimum 2-3 years of electronic test equipment service experience with good understanding of electronics.  Experience with optical equipment is beneficial.
  • Language requirement: English (spoken, reading, writing)
  • Education: minimum College in electronics program

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.

Do you have questions about this career opportunity or our hiring process? Contact us at careers@exfo.com or, if you are applying for a job located in Mexico, at mexico-careers@exfo.com.

Thank you for your interest in EXFO!


Nearest Major Market: Houston

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