Brief Qualifications & Primary Job Descriptions
The Field Technical Support Engineer at an IoT company specializing in smart locker solutions is responsible for providing professional on-site technical support, maintenance, and repair of hardware and IoT devices. The role ensures optimal system functionality, performs troubleshooting, and delivers excellent customer service. This position requires strong technical expertise, problem-solving skills, and the ability to work independently in the field.
Job Function
Install and configure appropriate software and functions according to expectations.
Basic knowledge of operating systems O.S such as MAC OS/Linux/Windows.
Willingness to travel frequently and work flexible hours as needed.
Travel requirements will be as needed based on operational demands.
Duties And Responsibilities
On-Site Technical Support:
- Install, configure, and maintain smart locker systems at customer sites.
- Perform diagnostics and troubleshooting to identify and resolve hardware and software issues.
- Conduct routine maintenance and preventive measures to ensure system reliability.
Customer Service
- Respond promptly to service calls and customer inquiries, providing professional and courteous support.
- Educate customers on the proper use and maintenance of smart locker systems.
- Maintain strong customer relationships through effective communication and follow-up.
System Upgrades And Modifications
- Implement hardware and software upgrades to enhance system performance and functionality.
- Work with the engineering team to apply modifications and improvements to the existing installation
- Document changes and updates accurately for future reference.
Inventory And Parts Management
- Manage inventory of spare parts and tools necessary for fieldwork.
- Ensure proper tracking and documentation of parts usage and replenishment.
- Coordinate with the supply chain team to order essential components.
Reporting And Documentation
- Maintain detailed records of service activities, including work orders, service reports, and feedback.
- Provide regular updates to the technical support team and management on service activities issues.
- Assist in the development of technical documentation and training materials.
Safety And Compliance
- Adhere to all safety protocols and guidelines while performing fieldwork.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
Qualifications
- Associate degree or equivalent in Electronics, IT, or a related field.
- Proven experience as a field technician or in a similar technical support role, preferably in an IoT or hardware-focused company.
- At least 12 years of experience as a Field Technician is preferred. However, fresh graduates are encouraged to apply.
Skillset
- Strong technical knowledge of hardware systems and IoT devices.
- Excellent troubleshooting and problem-solving skills
- Effective communication and customer service abilities.
- Ability to work independently and manage time effectively.
- Ensure the security and privacy of networks and computer systems
- Knowledgeable in bash scripting and automation
- With own motorcycle and Driver's license
