2,196 Senior Customer Support Engineer jobs in Kenya
Remote Customer Success Advocate - Technical Support
Posted 13 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and technical issues via remote channels promptly and professionally.
- Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
- Escalate complex issues to senior support teams or relevant departments when necessary.
- Document all customer interactions and resolutions in the CRM system accurately.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
- Stay updated on product features, updates, and industry best practices.
- Identify opportunities to upsell or cross-sell services based on customer needs and interactions.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and remote support tools.
- Ability to multitask and manage time effectively in a fast-paced remote environment.
- A patient and customer-centric attitude.
- Experience in the (specific industry relevant to the fictional client) sector is a plus.
- High school diploma or equivalent; technical certifications are advantageous.
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Aircraft Maintenance Technician - Heavy Maintenance
Posted 5 days ago
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Job Description
Our client is seeking a skilled and dedicated Aircraft Maintenance Technician specializing in heavy maintenance to join their team at Mlolongo, Machakos, KE . This is an on-site position requiring hands-on expertise in performing comprehensive maintenance, repair, and overhaul of aircraft systems. As a critical member of the aviation maintenance team, you will be responsible for ensuring the airworthiness and safety of aircraft through meticulous inspection and servicing. Key duties include troubleshooting complex mechanical and system issues, performing scheduled maintenance tasks, replacing defective parts, and documenting all work performed in accordance with regulatory requirements and company procedures. The ideal candidate will possess a strong understanding of aircraft systems (e.g., airframe, powerplants, avionics), be proficient in using specialized tools and diagnostic equipment, and hold relevant aviation maintenance certifications (e.g., EASA Part-66, FAA Airframe & Powerplant). Excellent technical aptitude, attention to detail, and the ability to work effectively under pressure are essential. A commitment to safety and quality is paramount. This role offers the opportunity to work with a modern fleet and contribute to the operational excellence of a leading aviation service provider. Successful candidates will join a team dedicated to maintaining the highest standards of aviation safety and performance.
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Aircraft Maintenance Technician - Line Maintenance
Posted 19 days ago
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Job Description
Our client is seeking a skilled and certified Aircraft Maintenance Technician to join their dynamic team, focusing on line maintenance operations. This critical role involves ensuring the airworthiness and safety of aircraft before flight, performing routine checks, inspections, and minor repairs. The successful candidate will be a detail-oriented professional with a strong understanding of aviation safety regulations and maintenance procedures. This position requires a hands-on approach and the ability to work efficiently under pressure in a fast-paced environment.
Key Responsibilities:
Key Responsibilities:
- Perform scheduled line maintenance checks, including pre-flight, transit, and overnight checks, in accordance with company and regulatory standards.
- Conduct visual inspections of aircraft structures, systems, and components to identify defects, wear, and damage.
- Execute minor repairs, replacements, and adjustments to aircraft systems and components as required.
- Troubleshoot and diagnose mechanical and electrical issues, utilizing technical manuals and diagnostic equipment.
- Document all maintenance actions accurately and comprehensively in the aircraft logbook and maintenance records.
- Ensure compliance with all company policies, safety procedures, and relevant aviation regulations (e.g., EASA, FAA, KCAA).
- Collaborate effectively with flight crews, maintenance control, and other technical personnel.
- Maintain a clean and organized work environment, ensuring proper tool control and equipment management.
- Respond to AOG (Aircraft on Ground) situations as required, working to restore aircraft to operational status efficiently.
- Participate in continuous improvement initiatives to enhance maintenance processes and safety.
- Valid Aircraft Maintenance Engineer (AME) license or equivalent certification recognized by aviation authorities.
- Minimum of 3-5 years of experience in line maintenance for commercial aircraft.
- Proven experience with a range of aircraft types, preferably including narrow-body and wide-body jets.
- Strong knowledge of aircraft systems (e.g., hydraulics, pneumatics, avionics, powerplants).
- Proficiency in reading and interpreting technical manuals, blueprints, and schematics.
- Excellent diagnostic and troubleshooting skills.
- Ability to work flexible hours, including nights, weekends, and holidays, as dictated by flight schedules.
- Physical fitness to perform demanding tasks, including working at heights and in confined spaces.
- Strong commitment to safety and quality standards.
- Good communication and teamwork skills.
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Senior Aircraft Maintenance Technician, Line Maintenance
Posted 21 days ago
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Job Description
Our client is a premier aviation services provider dedicated to maintaining the highest standards of safety and operational excellence. We are seeking a highly skilled and certified Senior Aircraft Maintenance Technician to join our fully remote, specialized technical team. This critical role focuses on ensuring the airworthiness and optimal performance of aircraft through meticulous inspection, troubleshooting, and repair procedures. The ideal candidate will possess extensive experience with a variety of aircraft types, a deep understanding of aviation regulations, and a strong commitment to safety protocols. While the role is fully remote, it requires the ability to travel to various operational hubs as needed for critical inspections or deployments, with all travel and accommodation expenses covered. You will be responsible for performing routine maintenance checks, diagnosing and rectifying complex mechanical and electrical issues, and ensuring all maintenance activities comply with stringent regulatory requirements and company standards. This position offers the flexibility to manage your schedule within operational needs, contributing your expertise to ensure fleet reliability and passenger safety from a remote base. We are looking for a proactive problem-solver with exceptional diagnostic skills, meticulous attention to detail, and the ability to work independently or as part of a distributed technical team. Strong communication skills are essential for reporting findings and coordinating with flight operations and engineering departments. This is a unique opportunity to contribute to the aviation industry at a senior level while enjoying the benefits of remote work. You will be instrumental in upholding our client's reputation for safety and reliability. We value expertise, dedication, and a continuous commitment to professional development in the aviation field. Join a leading organization that provides challenging yet rewarding opportunities for skilled aviation professionals.
This role is based remotely, serving operations that connect to Eldoret, Uasin Gishu, KE .
This role is based remotely, serving operations that connect to Eldoret, Uasin Gishu, KE .
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Senior Installation & Maintenance Technician (Remote - Technical Support)
Posted today
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Job Description
Our client is seeking a highly skilled and experienced Senior Installation & Maintenance Technician to provide expert technical support remotely. This role is crucial for guiding customers and field technicians through complex installation, troubleshooting, and maintenance procedures for our client's specialized equipment and systems. You will be responsible for diagnosing technical issues, developing clear and concise resolution steps, and ensuring customer satisfaction through exceptional remote assistance. As this is a fully remote position, strong diagnostic abilities, excellent communication skills (both written and verbal), and the capacity to work independently and manage support queues effectively are essential.
Responsibilities:
Qualifications:
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
Responsibilities:
- Provide advanced technical support to customers and field technicians via phone, email, and remote access tools.
- Diagnose and troubleshoot complex installation, maintenance, and operational issues related to our client's products/systems.
- Develop and document step-by-step troubleshooting guides, repair procedures, and best practices.
- Escalate unresolved issues to engineering or product development teams, providing detailed diagnostic information.
- Train and mentor junior technicians on product knowledge and troubleshooting techniques.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Identify recurring technical problems and provide feedback to product management for future improvements.
- Ensure adherence to safety protocols and company policies in all remote support activities.
- Contribute to the continuous improvement of the technical support processes and knowledge base.
- Stay up-to-date with product updates, technical specifications, and industry best practices.
Qualifications:
- Associate's or Bachelor's degree in a relevant technical field (e.g., Electronics, Mechanical Engineering Technology, Information Technology), or equivalent practical experience.
- Minimum of 5 years of hands-on experience in installation, maintenance, and technical support for complex equipment or systems.
- Proven ability to diagnose and resolve intricate technical problems remotely.
- Strong understanding of electrical, mechanical, or software systems, depending on the client's product line.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with remote access tools, ticketing systems (CRM), and common diagnostic software.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Customer-focused mindset with a passion for problem-solving and delivering high-quality support.
- Experience in training or mentoring technical staff is a significant plus.
- Must possess a reliable high-speed internet connection and a dedicated, quiet workspace.
This is an outstanding opportunity for a seasoned technical expert to leverage their skills in a critical remote support role, contributing significantly to customer success and product reliability. If you excel at problem-solving and thrive in a virtual environment, we encourage you to apply. This role supports technical needs associated with the **Mlolongo, Machakos, KE** region.
This advertiser has chosen not to accept applicants from your region.
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Field Service Technician (Installation & Maintenance)
Posted 21 days ago
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Job Description
Our client is looking for a dedicated and skilled Field Service Technician to join their growing installation and maintenance team. In this role, you will be responsible for the installation, configuration, maintenance, and repair of specialized equipment at customer sites. This position requires hands-on expertise, a strong understanding of mechanical and electrical systems, and a commitment to providing exceptional on-site service. Your duties will include performing scheduled preventative maintenance, troubleshooting and diagnosing equipment failures, and executing timely and effective repairs. You will work closely with clients to ensure their equipment is operating optimally and provide training on basic usage and maintenance procedures. The ideal candidate possesses a technical background, preferably with experience in industrial equipment, telecommunications, or a related field. Strong diagnostic and problem-solving skills are essential, along with the ability to read and interpret technical manuals and schematics. You must be proficient in using a variety of hand and power tools, as well as diagnostic equipment. Excellent customer service skills and the ability to communicate technical information clearly to non-technical users are crucial. This role requires significant travel to various client locations within the assigned territory. A valid driver's license and a clean driving record are mandatory. The ability to work independently, manage your schedule effectively, and adhere to safety protocols is paramount. This is a field-based position located in Thika, Kiambu, KE and surrounding areas, requiring a strong commitment to client satisfaction and operational excellence.
This advertiser has chosen not to accept applicants from your region.
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Aircraft Maintenance Engineer - Line Maintenance
Posted 3 days ago
Job Viewed
Job Description
Our client, a leading international airline, is seeking a skilled and certified Aircraft Maintenance Engineer to perform line maintenance duties on a variety of aircraft types. This is a fully remote position, allowing you to contribute your expertise from your chosen location within Kenya. You will be responsible for conducting routine checks, troubleshooting, and performing minor repairs on aircraft prior to flight, ensuring the highest standards of safety and airworthiness are met. This role requires meticulous attention to detail, a strong understanding of aviation regulations, and the ability to work independently or as part of a distributed team. You will leverage advanced diagnostic tools and follow strict maintenance procedures to identify and rectify defects efficiently. The successful candidate will possess a valid EASA Part-66 or equivalent license, type ratings on modern commercial aircraft, and a proven background in line maintenance operations. You will be expected to maintain accurate maintenance records and communicate effectively with flight crews and operations control. This is a critical role in maintaining operational reliability and passenger safety. The remote nature of this position means you'll need to be highly organized and self-disciplined, with reliable internet access and a dedicated workspace. We are committed to providing a challenging and rewarding career path for our remote employees, offering continuous training and development opportunities. Your contribution is vital to ensuring our fleet operates seamlessly and safely across its global network. The ability to adapt to changing schedules and aircraft needs is essential for this role.
Responsibilities:
Responsibilities:
- Perform scheduled and unscheduled line maintenance tasks on assigned aircraft.
- Conduct pre-flight and post-flight inspections, including visual checks and functional tests.
- Diagnose and troubleshoot aircraft systems and component malfunctions.
- Execute minor repairs and component replacements according to approved maintenance data.
- Ensure all maintenance activities comply with regulatory requirements and company procedures.
- Maintain accurate and timely documentation of all maintenance performed in the aircraft logbook and computerised maintenance system.
- Communicate effectively with flight crew, maintenance control, and other relevant personnel.
- Adhere to strict safety protocols and environmental procedures.
- Respond to AOG (Aircraft On Ground) situations as required, providing timely technical support.
- Contribute to a culture of continuous improvement in maintenance operations.
- Valid EASA Part-66 AML (Aircraft Maintenance Licence) or equivalent recognized certification.
- Current and relevant type ratings on commercial aircraft (e.g., Boeing 737, Airbus A320 families).
- Minimum of 5 years of experience in line maintenance of transport aircraft.
- Strong knowledge of aircraft systems, structures, and powerplants.
- Proficiency in using diagnostic equipment and interpreting technical manuals.
- Excellent understanding of aviation regulations (e.g., EASA, FAA).
- Ability to read and understand engineering drawings and schematics.
- Strong problem-solving and decision-making skills.
- Excellent communication and teamwork abilities in a remote setting.
- Self-motivated with the ability to work under pressure and manage time effectively.
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Senior Installation & Maintenance Engineer - Remote Technical Support
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Installation & Maintenance Engineer to provide expert technical support and guidance for their advanced systems from a fully remote position. This role is critical for ensuring the seamless operation, installation, and ongoing maintenance of complex equipment and software solutions for clients worldwide. You will be responsible for troubleshooting, guiding on-site technicians, and developing innovative solutions to technical challenges, all while working remotely.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide remote technical support to clients and on-site installation/maintenance teams for our client's products and systems.
- Troubleshoot and diagnose complex technical issues related to hardware, software, and network configurations.
- Develop clear and concise technical documentation, including installation guides, troubleshooting manuals, and maintenance procedures.
- Create and deliver remote training sessions for clients and internal technical staff.
- Analyze product performance data and identify areas for improvement in design, installation, or maintenance.
- Collaborate with R&D and product development teams to provide feedback from field issues and client experiences.
- Develop remote strategies for preventative maintenance and system health monitoring.
- Guide and mentor junior field engineers and technicians through complex problem-solving scenarios.
- Manage escalated technical support cases, ensuring timely and effective resolution.
- Contribute to the development of remote support tools and platforms to enhance efficiency.
- Maintain detailed records of support interactions, resolutions, and client feedback.
- Stay up-to-date with the latest technological advancements relevant to the company's product portfolio.
- Assist in the evaluation and testing of new product releases and upgrades.
- Ensure client satisfaction by providing high-quality, responsive technical support.
- Identify recurring issues and recommend process improvements to reduce future support needs.
Qualifications:
- Bachelor's degree in Engineering (e.g., Electrical, Mechanical, Computer), Computer Science, or a related technical field.
- Minimum of 7 years of experience in technical support, installation, maintenance, or field engineering, with a significant portion involving remote operations.
- Proven expertise in troubleshooting complex electromechanical systems, software applications, and/or network infrastructure.
- Strong understanding of diagnostic tools and methodologies.
- Excellent analytical and problem-solving skills, with the ability to think critically under pressure.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Demonstrated ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Proficiency with remote access tools and collaborative software.
- Experience in creating technical documentation and training materials.
- A customer-centric approach and a commitment to achieving high levels of client satisfaction.
- Familiarity with specific technologies relevant to our client's industry is a strong advantage.
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Lead Field Service & Maintenance Technician Supervisor
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Lead Field Service & Maintenance Technician Supervisor to oversee their remote technical support operations. This role is crucial for ensuring the seamless operation and maintenance of client equipment across various locations. As a remote supervisor, you will lead a team of skilled technicians, providing guidance, support, and technical expertise to resolve complex issues. The ideal candidate possesses a strong background in installation, maintenance, and repair of mechanical, electrical, or hydraulic systems, coupled with excellent leadership and problem-solving abilities. Your primary responsibilities will include managing service schedules, coordinating technician deployment, diagnosing technical problems remotely, and ensuring customer satisfaction. You will be the first point of contact for escalating technical challenges, offering solutions, and facilitating necessary on-site interventions when required. This is a fully remote position, offering the flexibility to work from anywhere in Kenya, while managing a critical field service operation. You will collaborate closely with customer support, engineering, and logistics teams to ensure timely and effective service delivery. The successful candidate will have a proven ability to troubleshoot complex technical issues, interpret technical documentation, and communicate effectively with both technical and non-technical stakeholders. Experience with diagnostic tools and remote monitoring systems is highly desirable. We are looking for a proactive leader who can inspire and manage a remote team, drive efficiency, and maintain the highest standards of service quality. Strong organizational skills and a commitment to customer success are essential. If you are an experienced technician supervisor with a passion for problem-solving and a knack for leading remote teams, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Supervise and mentor a team of field service and maintenance technicians.
- Provide remote technical support and guidance to resolve complex equipment issues.
- Manage service requests, schedule preventive maintenance, and coordinate emergency repairs.
- Diagnose technical problems using remote diagnostic tools and data analysis.
- Ensure timely and effective resolution of customer service issues.
- Interpret technical manuals, schematics, and diagnostic reports.
- Liaise with engineering and product development teams on recurring technical issues.
- Monitor technician performance and provide feedback and training.
- Maintain accurate service records and manage spare parts inventory.
- Ensure compliance with safety regulations and company policies.
- Technical degree or certification in Mechanical Engineering, Electrical Engineering, or a related field.
- Minimum of 7 years of experience in field service, installation, and maintenance, with at least 3 years in a supervisory or lead role.
- Proven experience diagnosing and troubleshooting complex mechanical, electrical, or hydraulic systems.
- Strong understanding of maintenance procedures and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage and motivate a remote team effectively.
- Proficiency in using diagnostic tools and remote support technologies.
- Strong organizational and problem-solving abilities.
- Experience with inventory management and scheduling software is a plus.
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Remote Field Service Installation and Maintenance Technician
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and adaptable Remote Field Service Installation and Maintenance Technician. While this role is designated as remote, it involves travel to customer sites as needed for installation, maintenance, and repair of specialized equipment. You will be responsible for ensuring that installations are performed to specification, conducting preventative maintenance, and troubleshooting and resolving technical issues efficiently. The ideal candidate possesses strong technical aptitude, excellent diagnostic skills, and a commitment to providing outstanding customer service. This role requires the ability to work independently, manage schedules effectively, and communicate clearly with both customers and the remote support team.
Responsibilities:
Qualifications:
This role offers the flexibility of remote coordination while requiring hands-on expertise at customer sites, providing a dynamic and engaging career path.
Responsibilities:
- Install, configure, and commission specialized equipment at customer locations according to technical specifications and company standards.
- Perform routine preventative maintenance on equipment to ensure optimal performance and longevity.
- Diagnose and troubleshoot technical issues, identifying root causes and implementing effective repair solutions.
- Conduct on-site training for customers on the operation and basic maintenance of equipment.
- Respond to service calls and resolve customer issues in a timely and efficient manner.
- Maintain detailed service reports, documenting all work performed, parts used, and time spent.
- Ensure customer satisfaction by providing high-quality service and professional support.
- Collaborate with the remote engineering and support teams to resolve complex technical challenges.
- Manage inventory of spare parts and tools, ensuring necessary resources are available.
- Adhere to all safety protocols and company policies during site visits.
- Identify opportunities for equipment upgrades or additional services based on customer needs.
- Provide feedback to the engineering team on product performance and potential improvements.
- Maintain up-to-date knowledge of product lines and service procedures.
Qualifications:
- Technical diploma or certification in a relevant field (e.g., Electrical, Mechanical, Electronics).
- Minimum of 3 years of experience in field service, installation, or maintenance of technical equipment.
- Strong understanding of electrical, mechanical, and/or electronic systems.
- Proficiency in diagnosing and troubleshooting complex technical problems.
- Excellent customer service and communication skills.
- Ability to read and interpret technical manuals, schematics, and blueprints.
- Demonstrated ability to work independently, manage travel schedules, and complete tasks without direct supervision.
- Possession of a valid driver's license and a clean driving record.
- Comfortable working in a field environment and traveling to various customer locations.
- Basic computer skills for reporting and communication.
- Familiarity with (mention specific equipment/industry if applicable, e.g., industrial machinery, IT hardware).
- Willingness to adhere to remote work policies and regular check-ins.
This role offers the flexibility of remote coordination while requiring hands-on expertise at customer sites, providing a dynamic and engaging career path.
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