About the Role
As a Resident Engineer, you will provide cost-effective maintenance and optimize the technical performance of hardware within the product portfolio. This includes maintaining and upgrading firmware (product system software) and product-related applications via remote technical support using the company's remote assistance tools.
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Responsibilities
- Provide first-line troubleshooting (root cause of problems) for the vast majority of standalone and connected products within the portfolio.
- Achieve a high first-time fix rate and minimize recalls with the most cost-effective use of labor time and parts.
- Report labor and parts investment, counter-reading by using CAESAR (European Service Admin Coding) coding structure.
- Optimize stock inventory and rotation, balancing this against return to fit (RTF) visits.
- Signal commercial opportunities to the sales and marketing department using ‘OnSite-InSight’.
- Contribute to the ongoing development of the team and overall service performance.
- Fully understand customer requirements to support the functional approach of the Solution Business Strategy.
- Liaise and report back to the relevant account manager on customer issues.
- Identify super-users and provide appropriate training on products and software as necessary, including printer drivers and features.
- Explore opportunities to develop other areas of the client’s business and collaborate with the account manager accordingly.
Qualifications
- Engineering degree or diploma (electronics, mechanics, and software).
- Relevant experience in the service industry.
- Experience in understanding and following health and safety guidelines.
- Demonstrates a high technical aptitude with excellent fault-finding skills.
- Good customer interaction and communication skills; able to give customer instructions effectively.
- Team player focused on optimizing team output.
- Good commercial insight and business acumen.
- Awareness of representing the company positively (behavior, communication, and presentation/appearance).
- Current GCC driving license.
Competencies
- Ability to work independently and within a team environment.
- Capability to ‘think outside the box’ when solving problems – innovative approach.
- High level of accuracy to provide relevant and timely information.
- Ability to achieve good results while working under pressure.
- Strong communication skills.
Benefits
- Be part of a diverse and energetic team, where 37+ nationalities work together towards a common goal.
- Enjoy a competitive salary, comprehensive benefits, flexible hours, hybrid working model, and opportunities for professional development.
- Continuous learning with access to extensive online resources and tailored development programs.
- Join a company that values sustainability, inclusion, and personal growth.
