Field Services Engineer
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Key skills for this role
About the Role
JAMS HR Solutions is seeking a Senior Field Service Engineer for a consumer electronics company in the UAE. The role involves managing field service operations, providing advanced technical support, training field engineers, and ensuring customer satisfaction.
Key Skills for This Role
Responsibilities
- Manage day to day field service activities and technical support operations
- Ensure quick and effective resolution of customer complaints, hardware/software issues, and product related concerns
- Provide advanced troubleshooting support for hardware and software related issues
- Lead and support field engineers in daily technical operations, provide on the job training and mentoring
- Build strong relationships with distributors, dealers, service centers, and customers
- Coordinate with warehouse teams to ensure timely product movement and spare parts availability
- Support the Senior Manager in implementing field service strategies and annual operational plans
- Prepare service reports, technical analysis, and performance updates
Requirements
- Bachelor's Degree or Diploma in Electrical Engineering, Electronics Engineering, Information Technology, or related field
- Minimum 5 7 years of experience in Field Service, Technical Support, or Customer Service Management
- Experience in Consumer Electronics Industry (AV / Refrigeration / Home Appliances) is mandatory
- Strong knowledge of hardware and software troubleshooting
- Experience handling technical support, warranty claims, and service operations
- Team leadership and mentoring experience
- UAE/GCC experience preferred
Full Job Posting
Job Summary
- The Senior Field Service Engineer is responsible for overseeing field service operations, providing advanced technical support to distributors, dealers, and customers, and ensuring timely resolution of technical issues.
- The role focuses on improving customer satisfaction, managing technical service operations, training field engineers, and supporting strategic business goals within the consumer electronics industry.
Key Responsibilities
- Field Service Operations: Manage day to day field service activities and technical support operations.
- Ensure quick and effective resolution of customer complaints, hardware/software issues, and product related concerns.
- Handle technical service requests from distributors, dealers, and service providers.
- Monitor service quality and improve first time fix rates.
- Maintain accurate service records, reports, and updates in CRM/Service Management Systems.
- Technical Support & Troubleshooting: Provide advanced troubleshooting support for hardware and software related issues.
- Analyze and resolve technical problems related to consumer electronics products (AV, refrigeration, and home appliances).
- Evaluate dealer and distributor technical capabilities and provide technical guidance.
- Coordinate with product teams to identify recurring issues and recommend solutions.
- Support warranty claims, product quality concerns, and technical escalations.
- Team Management & Training: Lead and support field engineers in daily technical operations.
- Provide on the job training, mentoring, and coaching to junior engineers.
Requirements / Qualifications
- Education: Bachelor’s Degree or Diploma in Electrical Engineering, Electronics Engineering, Information Technology, or related field.
- Experience: Minimum 5–7 years of experience in Field Service, Technical Support, or Customer Service Management.
- Experience in Consumer Electronics Industry (AV / Refrigeration / Home Appliances) is mandatory.
- UAE/GCC experience is preferred.
- Technical Skills: Strong knowledge of hardware and software troubleshooting.
- Understanding of electronic systems, mechanical systems, and optics.
- Experience handling technical support, warranty claims, and service operations.
- Knowledge of CRM/Service Management Systems.
- Understanding of warehouse coordination and logistics support.
- Leadership & Management Skills: Team leadership and mentoring experience.
- Strong planning and organizational skills.
- Budget monitoring and resource management.
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