Technical Support & Field Service Engineer (Engineering/Manufacturing)

About the role

This role bridges the gap between remote technical assistance and hands-on field service. You will serve as the first line of contact (Help Desk) providing remote technical support to customers and internal team members, while also acting as a Field Service Engineer responsible for the installation, commissioning, maintenance, and repair of machinery on-site.

Key responsibilities

Remote Technical Support/Help Desk:

• Act as the primary technical contact for customers and internal engineers facing machine-related issues
• Diagnose technical problems via phone, email, or remote diagnostics tools to resolve issues efficiently
• Log support tickets, track issues to resolution, and dispatch field resources when on-site intervention is necessary
• Maintain accurate logs of technical issues, solutions, and customer interactions in the support database

Field Service Engineer:

• Set up, test, and commission new machinery and equipment at customer sites according to specifications
• Perform scheduled preventive maintenance, calibration, troubleshooting, and emergency repairs on existing machinery
• Execute major machinery overhauls and component replacements to extend equipment lifespan
• Conduct on-site briefings and technical training for customers regarding proper machine operation and basic maintenance

About you

• Diploma or Degree in Mechanical, Electrical, Mechatronics Engineering, or a related technical field
• Minimum of 5 years of hands-on experience in machinery servicing, field engineering, or technical help desk support
• Strong ability to read mechanical drawings, electrical schematics, and troubleshoot automated/industrial machinery
• Excellent communication and customer service skills, with the ability to explain complex technical concepts clearly
• Willingness to travel to customer sites for field service and handle alternating shifts between office support and field visits
• A valid driver's license is required