FCS Technical Support Officer at The Concept Group

Job Description

• Are you tech-savvy, analytical, and passionate about solving problems? We are looking for a proactive FCS Technical Support Officer to provide exceptional technical assistance to our Fuel Control Systems (FCS) clients.
• If you enjoy diagnosing hardware/software issues, supporting customers, and working with cross-functional teams to deliver seamless solutions, this role is for you.

Role Overview

• As the Technical Support Officer, you will serve as the first point of contact for all FCS-related technical matters. You will troubleshoot system issues, onboard new clients, configure hardware, and analyze performance metrics to ensure client success and satisfaction.
• You will collaborate closely with the Research & Development, Implementation, Recovery & Control, and Customer Support teams to resolve advanced technical challenges and optimize operations.

Key Responsibilities

• Diagnose and resolve software and hardware issues
• Onboard new clients and manage account setup
• Configure hardware and resolve communication issues between systems
• Provide real-time support via phone, email, chat, and remote desktop tools (e.g., TeamViewer)
• Escalate complex technical issues to appropriate internal teams
• Prepare and share theft analysis, health check, and performance reports
• Monitor unit/client success rates and recommend improvements
• Maintain accurate documentation of issues and resolutions
• Ensure all tickets are properly logged and resolved within agreed timelines
• Provide guidance and training to clients on platform features

Key Performance Indicators

• Client issue resolution rate
• Client retention and discontinuation prevention
• Quality and accuracy of technical reports
• Effectiveness of troubleshooting techniques
• Operational gap closure and system optimization

Requirements

• B.Sc. in Electrical/Electronics Engineering, IT, Computer Engineering, or related field
• Minimum of 1 year experience in Technical Support
• Strong understanding of electronics, computer systems, and software platforms
• Proficiency in Excel and Google Sheets
• Familiarity with remote desktop applications (e.g., TeamViewer)
• Strong analytical and problem-solving skills
• Excellent communication skills
• High level of accuracy, organization, and attention to detail