Assistant / Technical Support Engineer

This is a 1-year contract position.

Assistant Technical Support Engineer up to $3,000.

Technical Support Engineer up to $3,600.

Key Responsibilities:

• Provide comprehensive technical support in carrying out corrective maintenance work independently as per Service Level Agreement (SLA).
• Attend to customer service requests and queries promptly and professionally.
• Ensure timely follow-up with escalated cases to maintain customer satisfaction.
• Log, track, and update all issues in the support ticketing system with detailed and accurate records.
• Respond to customer queries, guiding them through detailed troubleshooting steps.
• Address all follow-up actions outlined in field service reports and ensure timely and accurate submission.
• Immediately escalate cases that are categorized as Severity One to the manager for prompt resolution.

• Conduct maintenance activities independently as per established preventive maintenance (PM) checklists and ensure timely completion of all scheduled maintenance tasks.
• Log all maintenance activities performed, including issues identified and corrective actions taken.
• Identify and review potential equipment issues found during the PM and escalate those requiring further attention to the Assistant Manager/Manager.
• Monitor all front-end and back-end equipment performance and take preventive actions to avoid potential failures.
• Promptly inform the Assistant Manager/Manager if scheduled preventive maintenance cannot be completed as planned to allow arrangements for replacement and/or rescheduling.

• Independently manage comprehensive installation, testing, and commissioning of equipment on-site
• Conduct product demonstration to customers.
• Liaise with principals and suppliers regarding spare parts, technical issues and obtain quotation for management approval.
• Act as main point of contact for all levels of customer enquiries.
• Use the eFSR application to submit FSR accurately and consistently, ensuring compliance with internal reporting standards.
• Prepare and maintain up-to-date detailed field service reports and all other related documentation/report requested by customer.
• Responsible for the timely submission of Field Service Reports to facilitate efficient maintenance documentation and ensure on-time billing.
• Support scheduled on-call rotation as assigned.
• Perform standby duties as required by job specifications.
• Ensure all work activities comply with the company’s governance and safe work procedures.
• Any other ad-hoc duties as assigned by Reporting Manager.

Competence (Knowledge, Skills and Abilities):

• Skills in troubleshooting technical issues related to company products.
• Skills in relating to and servicing the end-users with a win-win mind set.

Requirements:

• Mandatory completion of e-Field Service Report (eFSR) mobile application training to ensure proper usage for eFSR submissions.
• Ability to handle multiple complex responsibilities in a fast paced and performance driven environment.
• Able to communicate effectively with customers on enquiries at all levels.
• Strong technical knowledge with and certification on in-house products.
• Able to deal with routine tasks and perform tasks with complexity.
• Take decisions for own tasks in defined degree of freedom.
• Able to solve problems complex cases and within guidelines.
• Works independently within guidelines, defined procedures and direction.

Personal Attributes:

• Results-Driven & Analytical: Achieves deliverables, resolves issues and provides effective solutions.
• Self-Motivated & Meticulous: Works independently with accuracy in execution and technical configuration.
• Communication & Time Management: Clear communicator, stakeholder engagement and ensures timely delivery of all deliverables.

Education & Experience:

• Minimum Diploma in Computer or Electronics Engineering and its equivalent (candidates without the required academic qualifications can be considered based on their professional experience)
• Minimum 3 years of related experience in a similar environment, candidates with more extensive experience may be considered for a senior role.