We are seeking a skilled and customer-focused Field Service Technician to provide technical support, maintenance, and service for our card issuance and digital credential systems across the Asia region. This role involves direct interaction with partners and customers, both remotely and onsite, ensuring high service quality and customer satisfaction.

Key Responsibilities:

. Serve as the primary technical contact for partners/customers, offering support via phone, email, and onsite visits.

. Perform preventive and corrective maintenance on issuance hardware and software systems.

. Troubleshoot and resolve issues related to digital payment credential systems.

. Verify and approve warranty claims based on entitlement checks.

. Support warranty, contracted, and new products with high service standards.

. Provide installation, servicing, and maintenance directly to customers.

. Build regional technical expertise and act as a backup for channel partners.

. Enforce problem escalation processes and conduct service quality audits.

. Support service business development including contract renewals and part sales.

. Enhance parts and supplies sales through technical feedback and support.

. Deploy and support ENTRUST software solutions for card issuance and ID verification.

. Collaborate with internal engineering and product teams to resolve complex issues.

. Assist resellers with software installation and technical support.

. Stay updated on ENTRUST hardware/software solutions.

. Interpret and resolve customer issues across language and cultural barriers.

. Educate partners/customers on product usage, policies, and support tools.

. Adapt to local customs and business hours when working in different countries.

. Maintain regional spare parts inventory and conduct regular audits.

Qualifications:

. Diploma/Bachelor's degree in Electrical, Electronics, or Mechanical Engineering.

. Minimum 6 years of experience in maintaining banking industry equipment.

. At least 4 years of relevant experience in mechanical/electronic service roles.

. Experience with electro-mechanical systems like ATMs, card personalization machines, and large laser printers.

. Proficiency in Windows 10/11, networking basics, SQL, and Postgres databases.

. Strong analytical and problem-solving skills.

. Familiarity with digital card solutions, web services, databases, and cloud environments (e.g., AWS).

. Basic programming skills are a plus.

. Excellent communication and collaboration skills.

Travel Requirements:

. Willingness to travel up to 50-60% of the time.

. Travel to APAC countries

. Ability to manage travel on short notice and adapt to diverse cultural and linguistic environments.

Preferred Attributes:

. Multilingual communication skills or ability to interpret across language barriers.

. Cultural sensitivity and adaptability.

. Strong customer service orientation.

. Ability to work independently and manage regional responsibilities.