About the Role
As a Service Engineer based on the help desk, you will provide technical assistance over the phone and virtually, ensuring excellent customer service and guidance. Your responsibilities will include cost-effective maintenance and optimization of the technical performance of hardware products, including the maintenance and upgrading of firmware and related applications via remote support using the company's remote assistance tools.
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Responsibilities
- Receive and log support calls from clients via telephone or email into the system management system (SMS).
- Call clients and utilize the company's remote assistance tools to resolve issues online, minimizing the need for on-site dispatches.
- Assign issues that cannot be resolved online to Field Service Engineers and follow up with the Service Supervisor to ensure proper handling.
- Provide first-line troubleshooting to identify the root cause of printer issues within the portfolio.
- Strive for a high first-time fix rate and minimal recalls, effectively managing labor and parts usage.
- Update clients regarding the status of their complaints until the service request is closed.
- Contribute suggestions for improving maintenance and repair practices and product modifications.
- Identify opportunities to enhance other areas of the client’s business and coordinate with the account manager.
- Carry out any additional duties as assigned by service management.
- Monitor the e-maintenance portal and provide proactive service to clients.
- Order toners for FSMA/MPS clients and coordinate with business operations for delivery.
- Communicate with sales contracts and sales coordinators to identify potential sales leads (maintenance contract, trade-in).
Qualifications
Must have/be:
- An Engineering Degree or Diploma in electronics, mechanics, or software.
- Relevant experience in the service industry.
- Knowledge of health and safety guidelines.
- Demonstrated high technical aptitude and excellent fault-finding skills.
- Strong customer handling and communication skills, with the ability to provide customer instructions.
- A team player focused on optimizing team output.
- Good commercial insight and business acumen.
Competencies Required
- Ability to work independently and collaboratively in a team environment.
- Innovative problem-solving skills with a knack for thinking outside the box.
- High level of accuracy, providing relevant and timely information.
- Ability to achieve results while working under pressure.
- Strong diplomacy and effective communication skills.
