About the Company
The Field Technician will support the POS terminal rental business by attending onsite service requests, assisting with POS terminal installation, replacement, collection, basic troubleshooting and merchant support. This is an entry-level role suitable for candidates with basic troubleshooting skills and willingness to learn and the ability to communicate with merchants in both English and Mandarin.
About the Role
The Field Technician will be responsible for various tasks related to POS terminal support and merchant assistance.
Responsibilities
POS Terminal Installation and Deployment
- Attend merchant sites to install, replace, collect or swap POS terminals.
- Assist with basic setup of POS terminals, including power connection, SIM card checking, printer roll installation, network connection and simple device testing.
- Ensure terminals are properly tested before handing over to merchants.
- Guide merchants on basic usage of the POS terminal where required.
- Collect acknowledgement, service forms or installation records after each visit.
Basic Troubleshooting and Support
- Perform basic troubleshooting for POS terminal issues, including device power, charging, battery, SIM card, network connection, printer, paper roll, login and terminal error messages.
- Identify whether the issue can be resolved onsite or needs to be escalated to the technical team, vendor or Operations Manager.
- Use common sense to assess onsite situations and provide practical support to merchants.
- Assist with device replacement, reset or collection where required.
Field Service and Merchant Support
- Respond to assigned onsite support cases within the required service timeline.
- Communicate politely and professionally with merchants and customers.
- Provide updates to the helpdesk or operations team after each onsite visit.
- Escalate urgent, repeated or unresolved issues promptly.
- Ensure merchants are informed clearly on next steps where the issue cannot be resolved immediately.
Device Collection, Replacement and Inventory Support
- Collect faulty, returned or replaced POS terminals from merchant sites.
- Check and record device serial numbers, accessories, chargers, SIM cards and other returned items.
- Return collected devices to the office or designated location.
- Assist with stock checking, device packing, device labelling and inventory updates.
- Handle company assets responsibly and ensure devices are not lost or mishandled.
Reporting and Documentation
- Update service records after each onsite job.
- Record details such as merchant name, terminal serial number, issue reported, action taken and job completion status.
- Submit service forms, photos or acknowledgement documents where required.
- Assist in preparing simple daily service updates when needed.
Qualifications
- Basic troubleshooting skills for electronic devices, mobile phones, Android devices, printers or similar equipment.
- Good common sense and ability to assess simple technical or onsite issues practically.
- Candidates with Mandarin speaking abilities are preferred to support English- and Mandarin-speaking merchants or customers.
- Candidate must possess their own motorbike.
- Basic computer or mobile app skills.
- Able to travel to merchant locations for onsite support.
- Able to work independently after training.
- Responsible, punctual and willing to learn.
Preferred Skills
- Experience in POS terminal support, field service, delivery support, IT support, electronics, mobile device troubleshooting or customer service will be an advantage, but not required.
- Basic understanding of SIM cards, Wi-Fi, mobile network connection, chargers, printers and Android devices.
- Able to follow SOPs and troubleshooting guides.
- Comfortable dealing with merchants and customers onsite.
- Able to use WhatsApp, email, service forms or ticketing systems for job updates.
Pay range and compensation package
Candidate may be required to travel islandwide for onsite support.
Equal Opportunity Statement
Candidate must comply with company safety, service and asset handling procedures during onsite work.
