We are seeking a skilled and customer-focused Technical Service Engineer to join our After Sales department. The successful candidate will be responsible for providing technical support, troubleshooting, and ensuring seamless operation of Guest Room Management Systems (GRMS) and IPTV solutions for our clients with Annual Maintenance contracts (AMC). This role requires a combination of technical expertise, customer service skills, and a proactive approach to problem-solving to enhance customer satisfaction and maintain high service standards.
Experience:
3-5 years of experience in technical service, preferably in the GRMS, IPTV, or related technology industries. Experience in working with hospitality solutions is a strong advantage.
Qualifications:
Bachelor’s degree or diploma in Electronics, Electrical Engineering, Computer Science, or a related field.
Technical Skills:
Strong understanding of GRMS, IPTV technologies, and related protocols (e.g., IP-based systems, Modbus, Zigbee, etc.).
Familiarity with networking and system integration concepts (e.g., LAN, WAN, VLANs).
Ability to read and interpret technical diagrams and manuals.
Soft Skills:
Excellent problem-solving and analytical skills.
Strong communication and interpersonal abilities.
Ability to work independently and as part of a team.
Knowledge and familiarity with building automation systems, IoT technologies, and energy management software platforms is an advantage.
Ability to handle customer dynamics and build strong relationships with collaborative approaches.
Key Performance Indicators (KPIs):
Resolution time for technical issues.
Customer satisfaction scores.
Number of successful closure of tickets and service visits.
Compliance with SLA (Service Level Agreement) terms.
Job Summary:
Technical Support
Provide prompt and effective technical assistance to clients for GRMS and IPTV systems.
Diagnose, troubleshoot, and resolve hardware and software issues remotely or on-site.
Document and escalate unresolved issues to senior technical teams when necessary.
Commissioning and Handover
Collaborate with project teams to ensure smooth transition from Completion of the project to after-sales support.
Preventive Maintenance
Routine checks on Projects under AMC, Planned on site visits etc.
Prepare and submit maintenance reports to clients and collect – record the acknowledged reports.
Training and Knowledge Sharing
Train clients and end-users on the operation and maintenance of GRMS and IPTV systems.
Develop project specific user manuals and support documentation.
Customer Interaction
Build and maintain strong relationships with clients, ensuring their needs are met.
Act as the primary point of contact for after-sales technical queries.
Feedback & Continuous Improvement
Gather customer feedback on system performance and suggest improvements.
Collaborate with Project and product teams to address recurring issues and improve system design.
Compliance & Reporting
Ensure all service activities comply with company standards and client agreements.
Prepare detailed service reports and update CRM systems.
Location & Reporting: Based in Dubai, UAE - Direct Reporting to Lead of Projects – MEIA APAC.