A service engineer is responsible to fulfill the initial setup and warranty activation. Focus on installing, testing, maintaining, repairing, and debugging devices and related components. Provide in-depth technical support to customers in terms of any issue that may rise. Document and report to the service manager.
Roles:
Technical support and after-sales services for customers.
Review the performance of installed equipment and perform preventive maintenance.
Organize, write, and control records of fulfilled maintenance activities, instructions, and manuals.
Promote him/herself at a high level of product knowledge by participating in mandatory training courses and self-study.
Provide technical assistance.
Follow up on customers' problems and ensure that issues are fully resolved.
Provide reports to analyze common complaints and problems.
Provide telephony and on-site technical support services for customers.
Support the technical teams to solve problems and improve the performance of systems.
Cooperate, coordinate, and service support with other internal departments to solve problems.
Provide daily reports to the superior manager.
Provide operation and maintenance support services.
Open and track trouble tickets for issues based on technical analysis.
Travel for a mission to other cities inside the country.
On-call duty during the holidays and off-work hours to support services.
Ensure maximum service uptime is achieved.
Troubleshoot difficult technical issues with a strong commitment to delivering an excellent customer service experience.
Collaborate or consult with other technical support engineers when the problem is too complex or falls out of your specific area of expertise and quickly facilitate solutions for customers.
Requirements
Bachelor's or Master's degree in Electrical Engineering, Electronic Engineering, or other related fields.
Familiarity with Microsoft Office, especially Outlook, Excel, and PowerPoint.
Familiarity with English (4 skills).
Familiarity with precision instruments, especially in the field of measurement.
Ability to learn new technologies.
Good communication and customer service skills.
High flexibility in the number of services and travel to different cities in a month.
Flexible to unexpected changes and work under pressure.
Excellent technical and problem-solving skills.
Ability to diagnose and troubleshoot technical issues.
Detail-oriented, organized, self-motivated, and with good problem-solving skills.
Ability to work independently and as part of a team.
Ability to work as a team member.
Ability to create reports and documents for procedures and tasks.
Ability to work in non-administrative hours.
Organizational skills, great attention to detail, and ability to manage time.
Ability to identify and solve problems.
Ability to manage information and documents.
Familiar with the ticketing system and managing requests and issues.
Strong teamwork and communication skills.
Responsible and result-oriented.
Ability to establish strong and effective communication with users.
Ability to effectively track user requests until results are achieved.
Able to focus under pressure.
Good communication and customer service skills.
Ability to travel within the country and or abroad.
