Lead Service Engineer

About the role

This position is responsible for leading onsite service delivery and providing advanced technical support to customers. Acts as a mobile Lead Field Service Engineer on assigned open tickets to resolve customer-affecting technical issues in a timely fashion in order to maintain maximum customer satisfaction. This relates to all technology, including vendor-specific hardware and software. This position serves as a senior technical resource assisting both end users and junior support analysts in effectively identifying issues and using effective troubleshooting techniques to resolve complex technical issues.

Key responsibilities

• Perform service, maintenance, and complex troubleshooting on the company's products
• Perform advanced product upgrades (Hardware and Software)
• Plan and oversee servicing schedules and work activities in advance
• Lead and work closely within a team of service engineers and technicians
• Attend strategic meetings with clients prior to product upgrades and system deployments
• Continuously improvise and enhance the performance and efficiency of servicing workflows
• Provide high-level customer support and liaise directly with client key stakeholders
• Conduct comprehensive training for clients following installation and commissioning
• Maintain up-to-date knowledge on all latest products, hardware, software, and industry standards
• Prepare, review, and approve detailed service reports

About you

• Bachelor of Engineering in Electrical & Electronic (with Honours) or equivalent field
• Minimum 3 to 5 years of working experience in any technical industry, preferably Oil & Gas or Construction
• Strong leadership, technical service, customer service, communication, and administrative skills
• Excellent in report writing, technical documentation, and presentations
• Fluent in oral and written English and Bahasa Melayu
• Willing to travel whenever required
• Advantage: Candidates with strong technical knowledge or proven hands-on experience with Fire Protection Systems