Field Engineer is part of the Device Management team under Merchant Services – Operations Department. This role is responsible for various on-site activities of the department including technical check-up and repair, project planning and device inspection, among others.
DUTIES AND RESPONSIBILITIES
- Responsible for on-site installation, reprogramming and troubleshooting of POS devices for both software and hardware
- Provides excellent customer service by providing a clear evaluation of reported issue vs. actual issue, and explains the actions needed for the resolution process
- Conducts merchant orientation for proper use and operation of the device and solutions, and ensures that merchant is properly educated about the its payment processing's scope and limitation
- Prepares complete and accurate Engineers Activity Report per servicing
- Ensures accurate SLA delivery by implementing strategic handling of daily activities
- Conducts random device inspection on merchants to ensure proper usage of device
- Responsible for POS device pull-out and replacement
- Collates merchant feedback and additional requirements and escalates this to the proper team to boost merchant satisfaction rate
- Others may be assigned
JOB QUALIFICATION
- College graduate preferably Engineering or Technical course
- Minimum of 2-3 years relevant experience in the financial and/or customer service industry
- Proficient in English both written and verbal communication
- Has motorcycle for field work activities
SKILLS
- Working knowledge of payment solutions offered locally in the Philippines
- Customer service or field support experience
- Good relationship management skills
- Strong value on teamwork and collaboration to achieve department goals
- Good analytical skills and problem-solving skills
- Strategic and critical thinking skills with ability to provide alternatives on complex situations
- Willing to work on weekends, holidays, and shifting schedules as needed
Employer questions
Your application will include the following questions:
- What's your expected monthly basic salary
- How many years experience do you have as a Field Support Specialist
- Which of the following types of qualifications do you have
- How many years experience do you have as a POS Hardware Support Technician
- Do you have experience using point of sale (POS) software
