Field Service Engineer

3 weeks ago

Dubai, United Arab Emirates Electronic Theatre Controls Full time
We're seeking an experienced Field Service Engineer to join our team, working from our Dubai office, servicing customers in the Middle East. We support our customers with technical expertise in the use and application of all ETC’s products. The role will require technical knowledge and familiarity with ETC products, experience in entertainment lighting, and a willingness to travelThe Field Service Engineer will also provide customer support, diagnosis of technical problems, and response to pager calls.Representative Responsibilities:

Supports ETC and other products in all our other territoriesProvides phone and e-mail technical support and serviceDiagnoses technical problems accuratelyEnsures repairs are made within the time frame agreed upon by ETC and customerInforms customer of progressCompletes follow-up documentation and log cases in the systemProvides 24-hour pager support on a rotating scheduleResponds to pager calls within 15 minutesRepairs faulty products that are sent back to ETCWorks with testing, storing, organizing, and dispatching demo and loaner equipmentProvides trade show supportPrepares equipmentProvides technical coordination for trade showsAttends trade shows and provides sales and service supportProvides demos of equipmentEnergizes ETC systems at customer siteEnsures timely arrival to customer site through Project Management, Technical Service Administration, and site contactProvides positive and effective supervision regarding ETC equipment at job sitesEvaluates projects on-site to ensure Field Service plan was followedPerforms necessary adjustments to the plan and assures the adjustments are based on job informationEnsures system meets customer requirementsPerforms effective end-user trainingEnsures all job documentation is correctly filled out and returned to factory personnelReports all quality and service issues to the appropriate factory personnelTrains internal personnel, external technicians, and customers on the proper use of ETC productsEnsures training workshops have adequate preparationEnsures training attendees are educated on ETC productsPerforms hardware and software upgradesPerforms specified upgrade to meet customer requirementsCompletes follow-up documentationEstablishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors, and end usersEnsures ETC is projected in a professional and enthusiastic mannerRemains current on changes in policies, procedures, and product offeringsEnsures product knowledge is up to dateReviews and improves existing procedures on a regular basisOther duties as assignedCompletes special projects and requests in a timely and positive fashionProvides Engineering Change Orders to warehoused goods as neededMinimum Qualifications:

Bachelor’s degree or comparable business experience in increasingly responsible positions in the related discipline4-6 years of entertainment lighting experienceCustomer service experienceExperience with mains voltage and 3 phase electricityStrong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)Knowledge of high-powered electrical, digital and analog control systemsExcellent communications and interpersonal skillsExcellent organizational, problem-solving, and decision-making skillsExcellent customer service skillsAbility to be creative and innovativeAbility to multitaskStrong degree of flexibility and independenceComputer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)Ability to use product-related softwareAble to use hand tools, power tools, and electronic test toolsAble to travel extensively and to be flexibleMust maintain an acceptable driving record and valid licenseAbility to work weekends and evenings as requiredAbility to work within a construction environmentAble to lift up to 23kgKnowledge of the fundamentals of electricityAbility and certification to operate scissors lift is helpful

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