Service Engineer

Key Responsibilities & Duties

• Respond promptly to customer call-outs and provide professional, high-quality technical support and service.
• Install, configure, test, and commission systems and products at customer sites.
• Provide customers with comprehensive product training and guidance.
• Perform hardware and software modifications, upgrades, and enhancements on existing systems.
• Conduct regular preventive maintenance to ensure equipment reliability and optimal performance.
• Manage and maintain adequate spare parts inventory for repairs, maintenance, and system upgrades.
• Communicate and escalate technical and service issues in accordance with established procedures.
• Provide technical support and coverage to other regions during periods of increased workload.
• Respond to on-site customer support requests independently or as part of a technical team.
• Participate in weekend or after-hours call-out support, depending on regional requirements.
• Apply a structured and logical approach to fault diagnosis and troubleshooting.
• Provide technical guidance and support for basic and advanced troubleshooting of TCS products and equipment at customer sites and to team members.
• Monitor the condition and performance of equipment components and recommend replacements or upgrades where necessary.
• Maintain accurate and up-to-date equipment documentation, schematics, service records, and preventive maintenance procedures.
• Assist in coordinating technical checks to ensure all TCS products and equipment are fully tested and in good working condition before deployment.
• Provide product, troubleshooting, maintenance, and technical training to team members, including updates on new products, technical bulletins, and service procedures.
• Track all installation and maintenance activities performed at customer sites and ensure required documentation and forms are accurately completed and submitted for internal tracking and finance purposes.
• Conduct installation, testing, quality assurance, and validation of new software versions prior to customer release.

Work Experience & Skills

• Strong computer skills with a good understanding of computer hardware, peripherals, networking, and equipment setup.
• Strong customer service and customer-facing skills, with a professional and solutions-oriented approach.
• Excellent organizational skills with the ability to effectively plan and prioritize workloads.
• Ability to learn and adapt to new products, technologies, and technical skills quickly and efficiently.
• Good written and verbal communication skills.
• Ability to work independently while also collaborating effectively as part of a team.
• Strong analytical and troubleshooting skills with a logical approach to diagnosing technical issues.
• Good attention to detail and commitment to maintaining accurate technical documentation and service records.
• Willingness to travel to customer sites and provide on-site technical support as required.
• Proactive, dependable, and customer-focused with a strong commitment to service quality.