Service Engineer

Key Responsibilities & Duties

1. Technical Support & Customer Service

• Respond promptly to customer service calls and provide professional, high-quality technical support to ensure customer satisfaction.
• Deliver on-site technical support independently or in collaboration with other technical team members.
• Diagnose, troubleshoot, and resolve technical issues using a structured and systematic approach.
• Provide technical guidance for both basic and advanced troubleshooting of TCS products and equipment at customer sites.
• Communicate technical issues clearly and escalate service-related matters in accordance with established procedures.
• Provide technical support to other regions when required to manage workload demands and maintain service coverage.
• Participate in weekend and after-hours call-out support, depending on regional operational requirements.

2. Installation, Commissioning & System Upgrades

• Install, configure, test, and commission TCS products and systems at customer sites.
• Perform hardware and software modifications, upgrades, enhancements, and replacements on existing systems.
• Conduct installation, testing, quality assurance, and validation of new software versions before customer release.
• Coordinate technical inspections and functional checks to ensure all products and equipment are fully tested and operating correctly before deployment.
• Monitor equipment condition and performance, identifying potential issues and recommending component replacements or system upgrades where necessary.

3. Preventive Maintenance & Technical Troubleshooting

• Perform scheduled preventive maintenance to ensure equipment reliability, operational efficiency, and optimal performance.
• Investigate and resolve equipment faults using effective diagnostic and troubleshooting techniques.
• Maintain adequate spare parts inventory to support repairs, preventive maintenance, and system upgrades.
• Ensure all service activities comply with established technical standards, maintenance procedures, and quality requirements.

4. Training & Technical Documentation

• Provide comprehensive product training and operational guidance to customers to support the effective use of TCS products and systems.
• Deliver technical, troubleshooting, and maintenance training to team members, including updates on new products, technical bulletins, and service procedures.
• Maintain accurate and up-to-date technical documentation, including equipment schematics, service records, and preventive maintenance procedures.
• Record all installation, maintenance, and service activities performed at customer sites, ensuring that the required reports and forms are completed and submitted accurately for internal tracking and finance purposes.

Requirements & Skills

• Strong computer skills, with a good understanding of computer hardware, peripherals, networking, and equipment configuration.
• Good technical troubleshooting and analytical skills, with the ability to diagnose and resolve problems systematically.
• Excellent customer service and interpersonal skills, with a professional, customer-focused, and solutions-oriented approach.
• Strong organizational and time-management skills, with the ability to plan, prioritize, and manage multiple tasks effectively.
• Good written and verbal communication skills, including the ability to explain technical information clearly to customers and colleagues.
• Ability to work independently with minimal supervision while collaborating effectively within a technical team.
• Willingness and ability to learn new products, technologies, and technical skills quickly.
• Strong attention to detail, with a commitment to maintaining accurate documentation and service records.
• Willingness to travel to customer sites and provide on-site technical support as required.
• A proactive, dependable, and adaptable approach, with a strong commitment to service quality and customer satisfaction.

What We Are Looking For

We are seeking a technically capable and customer-oriented professional who takes pride in delivering reliable service, resolving technical challenges, and maintaining high equipment performance standards. The ideal candidate is a proactive problem-solver who can adapt to changing priorities, support customers effectively, and contribute to the overall success of the technical service team.