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Technical Helpdesk

3 months ago

Makati, Philippines SOSA JB Property Management Corp. Full time

Company Description
SosaJB Property Management Corp. is a Filipino-owned company established in 2010. The company, located in Makati, was founded by Mr. Jeffrey R. Sosa, the current Chairman and CEO. With over three decades of expertise in facilities and property operations, SosaJB Property Management Corp. has a deep understanding of the culture, needs, and expectations of the local market. The company's commitment to Filipino hospitality gives them a distinct edge in satisfying and exceeding customer needs.

Role Description
This is a full-time on-site role for a Technical Help Desk position at SosaJB Property Management Corp. The Technical Help Desk will be responsible for providing technical assistance and support to customers, troubleshooting technical issues, and delivering excellent customer service. The role requires strong communication skills and the ability to effectively resolve technical problems.

Requirements
Bachelors Degree in Engineering, Building Technology Management, Computer Technology, other engineering discipline equivalent degree and or Business Management.
Two (2) years field experience in Engineering technology system, construction project, and civil works project with value added knowledge on Electrical System, Plumbing system, Aircon System, Mechanical system, FDAS system, and Electronics system.
Process improvement – Ability
Technical understanding – Ability
Documentation ability
Understand basic behavior-based safety programs and enforce company’s safety policies – Ability
Ability to analyze and resolve complex constructability problems plus communicate / interface with all level of personnel.

Qualifications
A. Remarkable Customer Experience
1. Engage with customer's regularly to understand their expectations, preferences, and concerns. Keep them informed about preventive maintenance, and adhoc progress, milestone and potential issues.
2. Respond promptly to customer inquiries and concerns on facility and equipment. Demonstrate a commitment to customer satisfaction by addressing issues in a timely and effective manner. Keep customers informed about any challenges and proposed solutions. Maintain positive client relationship.

B. Logistics
1. Dispatch Technicians and Logistics based on the nature of the maintenance requests, their skill set, availability, and geographic location. Ensure that technicians are dispatched promptly to the designated sites to address the maintenance issues.
2. Optimize the allocation of available resources and inventories, including technicians, tools, supplies, materials, and equipment, to ensure efficient and effective service delivery. Prioritize urgent or critical requests and allocate resources accordingly.
3. Manage work orders or incidents within a ticketing system to track the progress and resolution of maintenance request. Monitor the status of open work orders and take appropriate actions to ensure timely completion.

C. PCF Custodian
1. Determine and manage the appropriate amount of cash to be allocated to maintenance team to cover the day-to-day expenses.
2. Regular replenishment of PCF with receipt, documentation and reconciliation.

D. Document Management
1. Create, storage, organize, manage, retrieve, and track documents within the department.
2. Adhere to an effective control and administration of both physical and electronic documents throughout the project lifecycle, from creation to disposal. Documents can include a wide range of file types such as text documents, spreadsheets, presentations and multimedia files designed for collaborative document editing and reports.
3. Track and monitor key performamce indicators (KPIs) related to technician's performance, such as response time, resolution time, and customer satisfactions. Generate reports or metrics to assess the overall performance of the technicians team and identify areas for improvement.

E. Billing
1. Preparation of Billing summary documentations such as Facility Maintenance Services (PM/QPM), Billable Labor and Materials, Billable Adhoc works, and reimburseable out-of-pocket expenses (OPE) for submission to ETS Support consequently for submission to Company Finance Division for generation of statement of account (SOA) addressed to Client. Billing Frequency on a monthly basis and upon completion of projects.

F. Inventory releasing
1. On time release of tools, equipment and materials.
2. Ensure that inventories are properly accounted and reconciled in a weekly basis for replenishment.

G. Reports
1. Generate daily accomplishment reports.
2. Generate materials and supplies report.
3. Generate information report and incident report.

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