Technical Support Engineer at Talents and Skills Africa

The Technical/Field Service Engineer provides customer support, repair, testing of all equipment, and performs field service calls and installations as stated below:

Installation & Service support:

• Responsible for the installation of equipment, applications, and getting the final acceptance from the customer.
• Responsible for keeping equipment fully operational.
• Troubleshooting, diagnosing and resolving issues.
• Monitor and maintain computer networks.
• Prioritizing and managing workflow.
• Respond to customer’s calls, emails and act accordingly regarding issues.
• Maintain good and smooth communication with customers through different channels like phone, email and web.
• Maintaining procedural documents and reports
• Trains customers on the use of equipment and applications.
• Ability to learn and work on changing technologies.
• Establish and maintain good working relationships with customers and other professionals.

Installs upgrades:

• Handles in-house customer repairs
• Promote service replacement parts, service contracts
• Prepare quotations for service issue when the system out of warranty
• Prepare quotations for parts and service contract

Communication:

• Make sure that communication is clear and trustworthy.
• Generate a report after every visit to the customer to be submitted to your supervisor immediately after each visit
• Report to the management any unresolved problems

Training:

• Responsible for proper training of the customer
• Responsible for being properly trained

Receivables & Finances:

• Responsible for getting the acceptance documents for final payment
• Provide help to the sales coordinator to collect any remaining funds.
• Responsible for cost reduction by optimizing travel itinerary, and time reduction for installation and repair

Other issues for Operation:

• Participation on request to technical seminars or shows
• Provide all the necessary information to the sales coordinator to update the customer database.
• Provide all the necessary information to the sales coordinator to update the user list.
• Other duties as assigned

JOB REQUIREMENTS:

• Ability to work in adverse setting and climatic conditions
• Sound ability to diagnose problems with existing equipment and fixing them
• Ability to interpret technical issues through the non-technical description provided by their customers
• Ability to communicate fluently with the customers and should possess good customer service skills
• Enthusiastic, passionate, patient and should be a critical thinker
• The candidate should possess good logical skills and the ability to prioritize tasks
• The candidate should possess a pleasant disposition with the capability to be authoritative when necessary.
• Candidate should have clear and effective oral and written communication skills in the English language.
• Candidate should possess thorough knowledge and understanding of principle discipline and peripheral subjects.
• Candidate must have strong coordination, organization, and liaison skills.
• Candidate would manage any kind of technical work at the field even with little supervision.

EDUCATIONAL QUALIFICATIONS/EXPERIENCE:

Minimum Required Experience: 2-3 year(s)

Min Qualification: OND/HND/BSC COMPUTER SCIENCE, ELECT – ELECT.