About the Role
The Technical Engineer is responsible for providing second line technical support, installation, maintenance, and troubleshooting of the company Toner based products and solutions across the Middle East & Africa region. The role supports customers, distributors, and internal teams to ensure high levels of equipment performance, customer satisfaction, and operational excellence. This position plays a key role in supporting the growth of the Print business by delivering professional technical services, customer training, and product support for the company device technology and graphic communication solutions.
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Key Responsibilities
Technical Support
- Install, configure, commission, and maintain Graphic Communications equipment and software solutions.
- Provide technical troubleshooting and support for hardware, software, workflow, and print quality issues using the company platforms.
- Support service escalations and coordinate with the company regional and global technical teams where required.
- Prepare technical reports and service documentation following company standards.
Customer Support & Training
- Provide technical assistance to customers, distributors, and service partners.
- Conduct operator and customer training on equipment usage, maintenance, and best practices.
- Support customer site visits and technical assessments.
- Help customers optimize productivity and workflow performance.
Business Support
- Assist Sales teams during product demonstrations, evaluations, and installations.
- Support implementation of new products and solutions in the region.
- Participate in customer presentations and technical discussions.
- Provide feedback on customer requirements and market trends.
Service Operations
- Ensure timely response to customer service requests.
- Maintain accurate service records and update technical databases.
- Support spare parts planning and inventory requirements.
- Follow the company quality, safety, and compliance procedures.
Continuous Improvement
- Stay updated on new technologies, products, and industry developments.
- Participate in technical training and certification programs.
- Share knowledge and best practices with colleagues and partners.
- Contribute to improving service processes and customer experience.
Qualifications
Education
- Bachelor's Degree or Diploma in Electronics, Electrical Engineering, Mechanical Engineering, Mechatronics, Printing Technology, or a related technical discipline.
Experience
- 3–7 years of experience in technical support, field service, or equipment maintenance.
- Experience in digital printing, production printing, graphic communications, industrial equipment, or imaging technologies is preferred.
- Experience working directly with customers in a service environment.
- Regional experience within the Middle East is an advantage.
Technical Knowledge
Preferred knowledge of:
- Digital Printing Systems
- Production Print Equipment
- Inkjet and Toner Technologies
- Wide Format Printing Solutions
- Color Management
- Print Workflow Software
- Computer Networking and Software Integration
- Mechanical and Electrical Troubleshooting
Key Competencies
- Customer Focus
- Problem Solving
- Technical Aptitude
- Communication Skills
- Teamwork and Collaboration
- Planning and Organization
- Adaptability
- Attention to Detail
- Commitment to Quality and Safety
Travel Requirements
- Willingness to travel across the UAE and the Middle East & Africa region as required.
- Ability to support customer installations, training, and service activities at customer sites.
