Customer Engineer

About the Role
This position is part of the company's Emiratization program and is open exclusively to UAE Nationals (Emirati citizens). In line with UAE Emiratization requirements and applicable UAE legislation, applicants may be required to provide documentation confirming their Emirati nationality during the recruitment process.

Position Summary & Key Areas of Responsibility

• Installation, maintenance, and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction.
• Ownership of customer problems or incidents until resolved to the customer's satisfaction and/or in compliance with agreed Service Level Agreements.
• Perform work on low complexity products and services, specifically financial/ATM products. Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, Second Line Maintenance on ATMs and kiosks, and single-pocket proof encoders.
• Assist in site preparation, which includes installation of cable, staging of equipment, and minor testing. May perform modular swaps and unit replacements.
• Respond to customer concerns or problems by resolving or escalating as needed.
• Build working relationships with customers and develop informal communication channels at the local level.
• Perform periodic preventative maintenance on assigned products. Diagnose problems, make minor repairs, and replace components.
• Responsible for all company assets used in delivering customer services (tools, software, vehicles, documentation, intellectual property), and maintain an appropriate parts inventory and record keeping.
• Accurately report calls and activity; track all expenses incurred in delivering services.
• Capture detailed customer asset information needed for invoicing or billing.
• May be dispatched daily on a call-by-call basis or establish a personal daily schedule based on automated reports.
• Prolonged travel may be required, including carrying and lifting tool kits/parts (1 to 50 lbs.), bending, squatting, walking, standing, or sitting for long periods. Rotating shifts may also be required.
• Ensure productivity measures are achieved while collaborating with Call Center staff via PDA to recover machines.
• Retail EPOS maintenance or installation experience is required; strong desktop hardware experience may be considered if EPOS experience is limited.

Basic Qualifications

• High School Diploma or equivalent.
• 0-1 years of related experience.
• Proficient in Microsoft Office Suite.
• Experience with Windows operating systems.
• Experience in PC hardware maintenance and support.
• A+ Certification.
• ITE or Polytechnic qualification in Electronics and Communications Engineering.
• Ability to work well with minimal supervision.
• Strong problem-solving skills and the ability to learn new skills quickly.
• Capable of working under pressure and meeting deadlines while producing high-quality work.
• Excellent interpersonal and customer relationship skills.
• High level of mechanical and electrical aptitude.
• Experience maintaining computer hardware, including desktops, servers, peripherals, routers, networks, switches, and hubs.
• High level of personal integrity and the ability to support teamwork.
• Must be able to work a flexible schedule, including nights, weekends, overtime, flexible shifts, and on-call support.

Preferred Qualifications

• Associate’s Degree preferred.
• Previous experience with company or similar equipment is a plus.
• CCNA certification preferred.

EEO Statement
The company is committed to diversity and being a globally inclusive company where all individuals are treated fairly, recognized for their individuality, and encouraged to reach their full potential. Every individual has a responsibility to respect and support a globally diverse environment.