Job Summary

The primary responsibility of this role is to efficiently respond to and resolve first-level production support calls and manage installation tasks. The position involves working in print shops and high-volume production printing environments. In addition to handling service requests, escalations, and installations, the role includes proactively planning preventive maintenance activities using remote monitoring tools. The individual will also collaborate closely with the field support team.

Skills & Qualifications

• Diploma or Degree in Electrical, Electronics, or Computer Engineering.
• Ability to use diagnostic tools such as multimeters and interpret electrical schematics for effective troubleshooting.
• Knowledge of computer systems, networking, colour theory, and relevant software applications.
• Experience with production printers and office equipment (experience with Konica Minolta devices is an advantage).
• Strong customer service, communication, interpersonal, and time-management skills.
• Excellent analytical and troubleshooting abilities.
• Physically active role requiring walking, standing, bending, squatting, and driving for more than 50% of the workday.
• Strong commitment to safety, particularly when working near electrical components.
• Valid UAE driving license.

Key Responsibilities

• Deliver exceptional service to clients by managing service calls and resolving issues in accordance with customer SLA agreements to ensure high levels of customer satisfaction.
• Utilize advanced electromechanical expertise and specialized technical training to troubleshoot, repair, and maintain large-scale production equipment.
• Perform a full range of maintenance activities on assigned products, including diagnostics, software installation, equipment installation and removal, retrofits, and use of remote resolution tools.
• Act as the primary point of contact for customers, ensuring equipment performance, managing maintenance activities, and overseeing AR and supply inventory related to assigned equipment.
• Support and guide team members on policies, procedures, and best practices in equipment repair and service delivery.