Remtek Systems
Technical Administrator
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The Technical Administrator
The Technical Administrator is responsible for coordinating customer support, repairs, insurance and warranty processes, equipment logistics, and inventory management while maintaining accurate records within CRM and HelpDesk systems. The role acts as a central point of contact between customers, technicians, manufacturers, insurers, funding bodies, and internal teams to ensure efficient resolution of technical issues and smooth delivery of repair and replacement services.
Essential
- Excellent time management and organisation skills.
- Good written and verbal communication.
- Experience handling phone calls.
- Knowledge of Microsoft Office e.g. Word, Excel etc. with good typing skills.
- Friendly and personable attitude and able to work as part of a team or individually.
- Grades C (or equivalent) or above in Maths, English and ICT at GCSE level.
- Minimum 2 Years experience in administrative role.
- Driver’s license.
Desirable
- Ability to solve problems.
- Technical knowledge of computer systems.
- Experience coordinating repairs or replacements.
- Experience communicating with third party manufacturers.
Communication Handling
- Answer and respond to calls, emails, and chat queries regarding insurance, warranty, annual service charge (ASC), orders, and repairs/replacements.
- Schedule callbacks for technicians and advise customers on connecting to remote support.
- Update CRM HelpDesk tickets with clear note taking ability ensuring ease of continuation.
- Maintain and update knowledge base with clear documentation and updates to internal and external processes.
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Coverage Checks and Quotes
- Check warranty/insurance/ASC coverage, create quotes for repairs or replacements, and update CRM with relevant details.
- Manage funding body communications, handle approvals, and coordinate repairs/replacements with technicians.
Insurance and Quote Management
- Guide students on making insurance claims, arrange collection of equipment, send quotes, and update claim progress.
- Handle communication with insurers, create quotes and sales orders for repairs/replacements, and ensure all authorisations are invoiced.
- Coordinate repairs and replacements with IT Technicians to be completed within SLA.
Ticket Management
- Maintain HelpDesk with clear and accurate ticket management.
- Handle communication with customers for repair collections and deliveries, ensuring consistent note taking and documentation updates.
- Handling communications across various platforms between customers and technicians.
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Manufacturer Coordination
- Book equipment with manufacturers, keeping open communication regarding repair status.
- Arrange collections, chase up repairs, and handle deliveries back to the office.
- Update HelpDesk tickets with necessary documentation or updates provided by manufacturer.
Logistics
- Create labels and update CRM for DPD collections and deliveries of repairs, manage missing items or delays related to service.
Equipment Handling and Inventory
- Identify, photograph, and label equipment, update CRM with received items, and ensure correct handling and storage.
- Work alongside procurement and technicians to ensure parts available for repair.
- Loan equipment management for end users.
- Updating systems and records for inventory.
- Coordinating repairs, parts orders, and equipment collections.
Benefits
- 28 Days Annual Leave
- Birthday Day Off
- Living Wage Employer
- Private Health Care Scheme
- Company Pension Scheme
- Employee Recognition Awards
- Casual Fridays
- Company Events
- Career Progression
- Overtime Availability
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