AFTERSALES TECHNICAL SERVICE ENGINEER

VDA Group Spa; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a Technical Service Engineer to enhance customer satisfaction through technical support for Guest Room Management Systems and IPTV solutions. This role requires a blend of technical expertise and customer service skills, ensuring seamless operations and proactive problem-solving. The ideal candidate will have a solid background in GRMS and IPTV technologies, along with excellent communication and analytical abilities. Join a dynamic team in Dubai, where your contributions will directly impact service quality and customer relationships, making a difference in the hospitality technology landscape.

Qualifications

• 3-5 years of experience in technical service, preferably in GRMS or IPTV.
• Strong understanding of GRMS and IPTV technologies and protocols.

Responsibilities

• Provide technical assistance for GRMS and IPTV systems to clients.
• Build strong relationships with clients and gather feedback on systems.

Skills

Technical Support

Problem-solving

Customer Service

Networking Concepts

GRMS Technologies

IPTV Technologies

Analytical Skills

Communication Skills

Education

Bachelor’s degree in Electronics

Diploma in Electrical Engineering

Bachelor’s degree in Computer Science

Tools

CRM Systems

Building Automation Systems

Energy Management Software

Job description

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Location:

United Arab Emirates/Dubai, Italy

Job Category:

Other

EU work permit required:

Yes

Job Reference:

551504969

Job Views:

1

Posted:

26.03.2025

Expiry Date:

10.05.2025

Job Description:

We are seeking a skilled and customer-focused Technical Service Engineer to join our After Sales department. The successful candidate will be responsible for providing technical support, troubleshooting, and ensuring seamless operation of Guest Room Management Systems (GRMS) and IPTV solutions for our clients with Annual Maintenance contracts (AMC). This role requires a combination of technical expertise, customer service skills, and a proactive approach to problem-solving to enhance customer satisfaction and maintain high service standards.

Experience:

3-5 years of experience in technical service, preferably in the GRMS, IPTV, or related technology industries. Experience in working with hospitality solutions is a strong advantage.

Qualifications:

Bachelor’s degree or diploma in Electronics, Electrical Engineering, Computer Science, or a related field.

Technical Skills:

1. Strong understanding of GRMS, IPTV technologies, and related protocols (e.g., IP-based systems, Modbus, Zigbee, etc.).
2. Familiarity with networking and system integration concepts (e.g., LAN, WAN, VLANs).
3. Ability to read and interpret technical diagrams and manuals.

Soft Skills:

1. Excellent problem-solving and analytical skills.
2. Strong communication and interpersonal abilities.
3. Ability to work independently and as part of a team.
4. Knowledge and familiarity with building automation systems, IoT technologies, and energy management software platforms is an advantage.
5. Ability to handle customer dynamics and build strong relationships with collaborative approaches.

Key Performance Indicators (KPIs):

1. Resolution time for technical issues.
2. Customer satisfaction scores.
3. Number of successful closure of tickets and service visits.
4. Compliance with SLA (Service Level Agreement) terms.

Job Summary:

Technical Support

1. Provide prompt and effective technical assistance to clients for GRMS and IPTV systems.
2. Diagnose, troubleshoot, and resolve hardware and software issues remotely or on-site.
3. Document and escalate unresolved issues to senior technical teams when necessary.

Commissioning and Handover

1. Collaborate with project teams to ensure smooth transition from Completion of the project to after-sales support.

Preventive Maintenance

1. Routine checks on Projects under AMC, Planned on site visits etc.
2. Prepare and submit maintenance reports to clients and collect – record the acknowledged reports.

Training and Knowledge Sharing

1. Train clients and end-users on the operation and maintenance of GRMS and IPTV systems.
2. Develop project specific user manuals and support documentation.

Customer Interaction

1. Build and maintain strong relationships with clients, ensuring their needs are met.
2. Act as the primary point of contact for after-sales technical queries.
3. Gather customer feedback on system performance and suggest improvements.
4. Collaborate with Project and product teams to address recurring issues and improve system design.

Compliance & Reporting

1. Ensure all service activities comply with company standards and client agreements.
2. Prepare detailed service reports and update CRM systems.

Location & Reporting: Based in Dubai, UAE - Direct Reporting to Lead of Projects – MEIA APAC.