2 Field Service Technician Remote Support jobs in whatjobs
Field Service Technician - Remote Support
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a skilled and proactive Field Service Technician to provide remote technical support and troubleshooting for their specialized equipment. While the role is based remotely, it requires the ability to guide on-site personnel and diagnose complex issues. You will be the first point of contact for technical escalations, utilizing your expertise to resolve problems efficiently and minimize downtime for our customers. This position demands strong analytical skills, excellent communication, and a deep understanding of electro-mechanical systems.
Responsibilities:
Responsibilities:
- Provide expert remote technical support and troubleshooting for industrial machinery and equipment.
- Diagnose hardware and software issues, guiding end-users through step-by-step solutions via phone, email, and remote access tools.
- Develop and maintain a comprehensive knowledge base of common issues, solutions, and best practices.
- Document all support requests, actions taken, and resolutions accurately in the CRM system.
- Collaborate with engineering and product development teams to identify recurring issues and contribute to product improvements.
- Create clear and concise technical documentation, including user manuals, troubleshooting guides, and FAQs.
- Train and mentor junior support staff on technical procedures and problem-solving techniques.
- Analyze performance data to identify trends and recommend proactive maintenance strategies.
- Escalate unresolved issues to higher-level support or engineering teams with detailed reports.
- Ensure customer satisfaction by providing timely, effective, and professional technical assistance.
- Technical diploma or degree in Electrical Engineering, Mechanical Engineering, or a related field.
- Minimum of 3 years of experience in a technical support or field service role, preferably with electro-mechanical systems.
- Proven ability to troubleshoot complex technical problems remotely.
- Proficiency with diagnostic tools, software, and remote access technologies.
- Strong understanding of industrial control systems, automation, and networking.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Exceptional customer service skills and a patient, problem-solving attitude.
- Ability to work independently, manage a caseload, and prioritize tasks effectively in a remote environment.
- Experience in reading and interpreting technical drawings and schematics.
- Willingness to adapt to changing technologies and learn new products.
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Field Service Technician (Remote Support)
Posted today
Job Viewed
Job Description
Our client is looking for a skilled and dedicated Field Service Technician with a focus on providing remote support to join their distributed team. This role is essential for ensuring the timely and effective installation, maintenance, and troubleshooting of specialized equipment deployed at client sites. While the primary focus is remote troubleshooting and guidance, occasional on-site visits may be required, facilitated by local support networks. You will be the first line of support, ensuring minimal downtime and optimal performance of our client's products.
Responsibilities:
Qualifications:
This role offers a unique opportunity to leverage your technical expertise in a remote capacity, minimizing travel while maximizing impact. The ideal candidate is self-motivated, technically adept, and passionate about providing exceptional customer support. The location for this role is conceptually tied to Mombasa, Mombasa, KE , but the work is performed primarily remotely.
Responsibilities:
- Provide remote technical support to customers, diagnosing and resolving issues with specialized equipment.
- Guide on-site personnel through installation, setup, and calibration procedures.
- Perform remote diagnostics and troubleshooting using advanced monitoring tools and software.
- Document all support interactions, including issues, resolutions, and customer feedback, in the CRM system.
- Escalate complex technical problems to senior support engineers when necessary.
- Develop and maintain a comprehensive knowledge base of product information, troubleshooting guides, and best practices.
- Assist in the creation of technical documentation and user manuals.
- Stay updated on product updates, new features, and maintenance procedures.
- Analyze support trends to identify recurring issues and suggest product improvements.
- Coordinate with logistics and engineering teams for parts replacement or on-site intervention when remote resolution is not feasible.
- Ensure customer satisfaction by providing timely, accurate, and professional technical assistance.
- Conduct remote training sessions for customers on equipment operation and basic maintenance.
Qualifications:
- Diploma or Bachelor's degree in Electronics, Mechanical Engineering, or a related technical field.
- Minimum of 3-5 years of experience in a technical support, field service, or maintenance role, preferably with complex machinery or systems.
- Strong understanding of mechanical, electrical, and electronic systems.
- Proficiency in using remote access tools, diagnostic software, and CRM systems.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Superb communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical users.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Customer-focused attitude with a commitment to service excellence.
- Willingness to undergo occasional on-site travel if required.
- Familiarity with network protocols and basic IT infrastructure is an advantage.
- Experience in guiding others through technical procedures remotely.
This role offers a unique opportunity to leverage your technical expertise in a remote capacity, minimizing travel while maximizing impact. The ideal candidate is self-motivated, technically adept, and passionate about providing exceptional customer support. The location for this role is conceptually tied to Mombasa, Mombasa, KE , but the work is performed primarily remotely.
This advertiser has chosen not to accept applicants from your region.
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