Senior Field Service Engineer

Job Description

Reports To: Senior Manager – Field Services

Job Summary

The role focuses on improving customer satisfaction, managing technical service operations, training field engineers, and supporting strategic business goals within the consumer electronics industry.

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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

Requirements / Qualifications

• 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.
• UAE/GCC experience is preferred.

• 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.

• Team leadership and mentoring experience.
• Strong planning and organizational skills.
• Budget monitoring and resource management.
• Ability to manage multiple projects and priorities.

• 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.

• 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.