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Senior RMA and Service Coordinator

Company profile


HRINC (Cambodia) Co., Ltd

HRINC is the leading provider of HR Services to the Cambodia market and expanding to the South East Asia region.  We support multinational companies and leading ASEAN conglomerates and SMEs with their Human Resource needs, from consulting and market intelligence, to outsourcing and compliance as well as recruitment.

Job details

Job title: Senior RMA and Service Coordinator
Job code:
Salary Type: Negotiable
Sector: Private Sector
Industry: IT Computer Software/Hardware
Minimum salary: 0
Maximum salary: 0
Job Level: Experienced Professional (3 – 5 years’ experience)
Job type: Full-Time
Country: Cambodia
Location: Phnom Penh
Job Category/ Job Function: IT and Telecommunication
Description: Job Responsibilities:
  • Check warranty status for the items received (HPI, HPE, Lenovo, IBM, UPS, others)
  • RMA validation and Processing
  • Order Warranty Items from Suppliers and Partners thru online
  • Arrangement of RMA items (to SG, VN, HO, local suppliers and others)
  • Getting PO and Process Invoicing for HP Related by OB10-Online Invoicing
  • Handle day by day receiving and sending items (Good and defectives)
  • Return parts defectives back -Coordinate with DHL and Delivery Team
  • Assist engineer in identifying the required spare parts
  • Coordinate with principles in case of non-warranty
  • Close and update the status of part receive and return-GCSN every month
  • Update RMA status to service coordinator sometime direct to customers
  • Submit monthly report to the manager - HP Supplies and HP Consumer Report
  • Additional works assigned by manager as and when requested
  • Receiving every service items - For Warranty/No Warranty /Company SR
  • Follow up to supplier related to warranty products
  • Prepare warranty and non-warranty back (D.O)
  • Attending incoming Service Calls-update to related departments
  • Follow up all pending calls
  • Update customer about items/calls received
  • Communicate all service related
  • Processing delivery reports
  • Add report in system (PowerApp), Log files
  • Daily submit pending call report to manager
  • Arrange engineer for AMC, on-site and in-house calls
  • Daily checking all pending calls and manage all services related calls
  • Preparing and submitting service related quotation
  • Preparing AMC contract
  • Prepare request for billing (service charge and AMC)
  • Follow up all calls by phone or email for all service escalations in time
  • Provide Price and cost proposals in response to customer's request
  • Provide best service with full customers’ satisfaction.
  • Receive and answer phones call from customers.
  • Providing accurate information to customers (Service and product).
  • Enquiry and complaint handling.
  • Create case or log into CRM system (all problems).
  • Support on phone if possible.
  • Assign engineers to go on site support.
  • Categorize all SLA to the complaints when he/she create cases.
  • Call back to customers to inform the time or date that engineer can be reach.
  • Coordinate between engineers and customers.
  • Follow up all pending case and project with all engineers and related person every day.
  • Update case by keying report into CRM system through Service Report
  • Alert critical problem to call center supervisor or Assistant to Call Center supervisor.
  • Close case if it is solved.
  • Can replace other agent when needed.
  • Need to practice at the field with engineer according to the schedule.
  • Read all maintenance contracts.
  • Plan ahead for all engineer task.
  • Check all preventive maintenance on- site support weekly, monthly and yearly (schedule).
Job Requirements:
  • Bachelor’s Degree in Computer Science or any related fields
  • At least 3 years experienced in relevant skill and able to work under pressure environment,
  • Good communication, Leadership, Negotiation skills.
  • Highly flexible to resolve problem
  • Able to handle Customers objections and complaints
  • Able to handle Customers cases
  • Able to Handle Phone calls
  • Able to manage all AMC and doing monthly report for all AMC
  • Able to perform and familiar with RMA processes
  • Strong commitment, passion, self-motivation and be able to travel.
  • Ability to work with others and maintain good relationships with team
  • Ability to manage multiple tasks in various stages of effective and efficient results
  • Good command of English language.
How to Apply: Qualified and eligible individuals interested in applying for this position may submit an application to Recruitment Department through:
  • Contact Person: Mr. LY Chhunlim
  • Tel:+855 (23) 211437
  • Email:
  • Address: #10, Okhna Pich Avenue (Street 242), Sangkat Chaktomuk, Khan Daun Penh, Phnom Penh, Cambodia.
Status: Approved
Deadline: 2019-02-25 17:30:00
Premium job: No
Employer: HRINC (Cambodia) Co., Ltd
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