About the Role
As a Service Engineer, you will be responsible for providing cost effective maintenance and optimizing the technical performance of our hardware products. This includes maintaining and upgrading firmware and product-related applications through remote technical support using the company's assistance tools.
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Responsibilities
- Provide first line troubleshooting to identify the root cause of problems on a wide range of standalone and connected products.
- Achieve a high first-time fix rate and minimize recalls by utilizing labor and parts efficiently.
- Report labor and parts investment, including counter-reading, using the CAESAR (European Service Admin Coding) structure.
- Optimize stock inventory and balance this against return to fit (RTF) visits.
- Signal commercial opportunities to the sales and marketing department utilizing ‘OnSite-InSight’.
- Contribute to the ongoing development of the team and enhance overall service performance.
- 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 the company's products and software, including printer drivers and features.
- Seek opportunities to develop other areas of the client’s business and communicate with the account manager as necessary.
Qualifications
- Engineering Degree or Diploma (electronics, mechanics, or software).
- Relevant experience in the service industry.
- Experience in understanding and following health and safety guidelines.
- Demonstrates high technical aptitude with excellent fault-finding skills.
- Good customer handling and communication skills, with the ability to instruct customers effectively.
- Team player focused on optimizing team output.
- Good commercial insight and business acumen.
- Awareness of representing the company positively in behavior, communication, and personal presentation.
- Current GCC driving license.
Competencies Required
- Ability to work independently as well as in a team environment.
- Capability to ‘think outside the box’ when solving problems.
- High level of accuracy to provide relevant and timely information.
- Ability to achieve positive results under pressure.
- Diplomatic and effective communication skills.
Key Performance Indicators (KPIs)
- First time fix (FTF) rate.
- Recall ratio (calls re-attended within 10 days of resolution).
- Stock accuracy targeted at 100%.
- Resolution time (time between logging the call and resolving the issue).
- Number of satisfaction surveys received each quarter (to be determined by the local service manager).
- Customer satisfaction levels scaled across all engineers, not individually.
Core Company Behaviors
- Drive for results.
- Customer focus.
- Ownership and accountability.
- Team player mentality.
- Courage and conviction.
- People-oriented approach.
- Caring for self and others.
Benefits
- Be part of a diverse and energetic team, where 37+ nationalities work together towards a common goal.
- Enjoy a competitive salary and comprehensive benefits.
- Flexible working hours and a hybrid working model.
- Opportunities for professional development and continuous learning with access to extensive online resources and tailored development programs.
- Join a company that values sustainability, inclusion, and personal growth.
