Senior Field Service Engineer

Job Summary

1. 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.

2. 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.

3. Team Management & Training

• Lead and support field engineers in daily technical operations.
• Provide on-the-job training, mentoring, and coaching to junior engineers.
• Develop technical training materials and product support guidelines.
• Conduct technical training sessions for dealers, distributors, and service teams.
• Monitor team productivity and improve operational performance.

4. Customer & Stakeholder Management

• Build strong relationships with distributors, dealers, service centers, and customers.
• Act as the key technical point of contact between customers and internal teams.
• Communicate technical solutions clearly to customers and stakeholders.
• Support the sales team by identifying upselling and cross-selling opportunities.
• Ensure customer satisfaction through timely service and professional communication.

5. Warehouse & Logistics Coordination

• Coordinate with warehouse teams to ensure timely product movement and spare parts availability.
• Monitor product delivery conditions and support distribution activities.
• Work closely with logistics and vendors to resolve supply or service-related issues.

6. Strategy, Compliance & Budget

• Support the Senior Manager in implementing field service strategies and annual operational plans.
• Monitor field service expenses and identify cost-saving opportunities.
• Ensure compliance with company policies, technical standards, and local regulations.
• Support risk management, reporting, and continuous process improvement.

7. Reporting & Continuous Improvement

• Prepare service reports, technical analysis, and performance updates.
• Track KPIs such as response time, service quality, and issue resolution.
• Identify opportunities for improving technical support systems and operational efficiency.
• Promote innovation and best practices within the team.

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.
• Ability to manage multiple projects and priorities.

Soft Skills

• Excellent communication and negotiation skills.
• Strong problem-solving and analytical thinking.
• Customer-focused mindset.
• Attention to detail.
• Teamwork and collaboration.
• Adaptability and resilience.
• Ability to work under pressure and meet deadlines.

Preferred Candidate Profile

• Experience working with distributors, dealers, and service centers.
• Proven ability to manage technical support teams and operations.
• Strong customer relationship management skills.
• Professional attitude with leadership capabilities.