About the Role
As a Service Engineer, you will provide cost-effective maintenance and optimize the technical performance of hardware products in the portfolio. This includes maintaining and upgrading firmware (product system software) and product-related applications through remote technical support, utilizing the company's remote assistance tools.
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Responsibilities
- Provide first-line troubleshooting to identify root causes of problems on standalone and connected products.
- Achieve a high first-time fix rate and minimize recalls by using labor time and parts efficiently.
- Report on labor and parts investment, using the CAESAR (Company European Service Admin Coding) coding structure.
- Optimize stock inventory and rotation while balancing this against return-to-fit (RTF) visits.
- Signal commercial opportunities to the Sales and Marketing department through ‘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 regarding customer issues.
- Identify super-users and provide appropriate training on company products and software, including printer drivers and features.
- Look for opportunities to develop other areas of the client’s business and communicate with the account manager.
Qualifications
- Engineering Degree or Diploma in electronics, mechanics, or software.
- Relevant experience in the service industry.
- Experience in understanding and following health and safety guidelines.
- Strong technical aptitude with excellent fault-finding skills.
- Good customer handling and communication skills; able to provide clear customer instructions.
- Team player focused on optimizing output.
- Good commercial insight and business acumen.
- Represents the company professionally in behavior, communication, and appearance.
- Current GCC driving license.
Competencies Required
- Ability to work independently and in a team environment.
- Capacity to ‘think outside the box’ when solving problems.
- High level of accuracy in providing relevant and timely information.
- Ability to achieve positive results under pressure.
- Strong diplomacy and communication skills.
Key Performance Indicators (KPIs)
- First time fix (FTF) rate.
- Recall ratio (calls re-attended within 10 days of resolution).
- Stock accuracy to be maintained at 100%.
- Resolution time (time between logging the call and closing/resolving the issue).
- Number of satisfaction surveys received per quarter (to be set by local service manager).
- Overall customer satisfaction (assessed across all engineers, not individually).
Company Core Behaviors
- Drive for results.
- Customer focus.
- Ownership and accountability.
- Team player.
- Courage and conviction.
- People oriented.
- Caring for self and others.
