"DigiCom-2012" 

Field Support Engineer

Function: Services

Family: Field Technical Support

Responsibilities:

• Interact with Customer to ensure Customer satisfaction following established procedures.
• Perform installations, reinstallations, maintenance, and repairs on Customer equipment.
• Deliver standard services.
• Uses data from known resources to ensure customer product needs are met.

Definitions: 

• Acquires job skills and becomes familiar with company policies and procedures to complete routine assignments/tasks.
• Basic understanding of the general/technical aspects of the job. Works on assignments that are routine in nature where limited judgment and/or minimal problem resolution is required. Allocates own time efficiently as detailed by supervisor. Normally receives detailed instructions on all work.

Knowledge and Skills

• Moderately basic troubleshooting skills.
• Basic analytical and communications skills.
• Proficient in professional oral, and telephone communication skills.
• Ability to gather relevant information systematically, and identify needs and solve problems following the instruction.
• Ability to maintain ongoing relationships with customers, peers and support partners.
• Ability to effectively interact and communicate with people at operational level.
• Sound Linux/UNIX knowledge and computing support background
• Technology knowledge (focus on hardware, thorough knowledge of operating systems required)
• Willingness to work in a field-service job.
• System administration experience will be an asset.
• Excited about technology and willingness to learn.
• Team player: ability and willingness to work with various teams in the support area.
• Ability to work independently.
• Strong customer orientation and focus on meeting customer's needs.
• Perform reporting and administrative functions. Manage time effectively.
• English skills (intermediate or above).

Education and Experience Required

• 2012 Graduate (not more than 1 year after university graduation) or 2013 Graduate capable of working full time.
• Degree in electronics/electrical engineering or other technical / scientific discipline or a combination of education and some relevant experience (service engineer).

Scope and Impact

• Solves product level problems onsite with individual customers.
• Overall Customer Satisfaction measured at product repair level
• Meet commitments within specified timeframe.
• Follows established product escalation procedures
• Provides technical information to Customer and escalation team for individual product repairs.
• Repair related growth opportunities explored.