Maintenance Support Engineer

Stanley Black & Decker; Dubai; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Maintenance Support Engineer to manage and install RFID asset tracking solutions. This role involves daily customer interactions, requiring excellent interpersonal skills and a customer-focused mindset. The ideal candidate will possess a blend of technical and commercial skills, with the ability to troubleshoot issues remotely and provide training. Opportunities for professional development abound in this dynamic position, which also involves travel across the Middle East. Join a supportive network and contribute to innovative solutions while ensuring optimal performance of cutting-edge technology.

Qualifications

• Bachelor’s degree or significant related experience required.
• 2-4 years of field experience in customer or technical service.

Responsibilities

• Manage, maintain, and install RFID asset tracking solutions.
• Perform field service activities including maintenance and upgrades.
• Foster strong customer relationships and provide training.

Skills

Customer Service Skills

Technical Support

Interpersonal Skills

Self-Learning

Multilingual Communication

Problem-Solving

Mechanical Aptitude

Project Management

Education

Bachelor’s Degree in a Technical Subject

Tools

MS Word

MS Excel

MS PowerPoint

MS Visio

RFID Technology

Windows Operating System

Job description

As a Maintenance Support Engineer, you will work on-site to manage, maintain, and install leading RFID asset tracking solutions, ensuring their optimal performance. Daily customer interaction is key, requiring excellent interpersonal skills to build positive relationships and gather insights. While primarily working independently on-site, you'll be part of a supportive network ready to assist when needed. This position requires travel mainly across the Middle East, mostly to factories in the aerospace / aviation sector, potentially up to 5 days a week.

The Ideal Candidate

The ideal candidate should possess a balanced mix of technical and commercial skills, a customer-focused mindset for exceptional service, and be a technical generalist with knowledge in IT hardware, software, data, networking, and RFID technology.

You will work remotely, troubleshooting electrical / mechanical issues and self-learning about CribMaster Solutions, driven by curiosity. Effective writing and multilingual communication are crucial for collaborating, creating technical documents, and delivering onsite training or refreshers. Above-average skill with MS Word, Excel, PowerPoint, and Visio is required.

The ideal candidate will serve as a liaison to external customers, positively representing CribMaster through organization, technical competence, and professionalism.

The successful candidate should be willing to travel throughout the Middle East and, if necessary, to other locations, for periods of up to 5 days at a time. This high-visibility role offers numerous opportunities for technical and professional development.

Essential Job Functions

• Perform field service of activities to include ad-hoc maintenance, preventive maintenance, upgrades, firmware updates, diagnose and break-fix, software configs, RFID Tag assignment / replacement.
• Work closely with Operations, Sales and Technical Support to coordinate activities.
• Acts as the customer’s technical advocate and makes recommendations that facilitate efficient and productive implementations.
• Understands various CribMaster product deployment and configuration options, ensuring optimal utilization to meet customer needs.
• Act in a Support field sales through installation, start-up, maintenance, and identifying continuous solution delivery.
• Prepares and provides basic product / refresher training to meet customer needs, whilst working closely with the Training & Educational Specialist for alignment.
• Foster strong internal and external customer relationships by bridging communication between customers and CribMaster departments, addressing field issues, and ensuring follow-up.
• Assists with preparing formal project plans for the customer.
• Supports the sales team with all opportunities including pre-sale customer site surveys.
• Completes RFID / Non-RFID implementations, training, and post implementation support.
• Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

Experience, Knowledge & Qualifications Required

• Bachelor’s degree in a technical subject or significant related work experience.
• 2-4 years field experience in a customer service or technical service position.
• Proficient in English and Arabic is a plus.
• Strong knowledge, experience and a deep understanding of passive RFID technology & concepts and other radio frequency technology a plus (BLE & NFC for example).
• Experience installing, configuring, troubleshooting software on Windows based computers.
• Methodical thinking with an understanding of mechanical break-fix workflow.
• Exceptional written and verbal communication skills: formal, informal, and technical.
• Self-motivated individual with the desire to succeed and motivate others.
• Ability to self-learn.
• Experience in field service, field maintenance.
• Must be comfortable working independently and remotely from peers.
• Must have mechanical aptitude and ability to use standard hand tools to repair / replace mechanical and electronic components. Must have basic knowledge of electricity and radio.
• Must have industrial safety aptitude: the ability to work safely in potentially dangerous environments that include welding, milling, stamping, heavy machinery, high-temperatures, platforms, ladders, enclosed spaces, and chemicals.
• Ability to teach IT and software techniques / features.
• Familiarity with tools, industrial processes and inventory management innovation is a plus.
• Knowledge of IOT technologies is a plus.
• Project management experience is a plus.
• Must have current and valid driving license.
• Highly organized, Flexible and Trustworthy, Discrete, Efficient and Sociable; Dynamic; Pro-active, Stress resistant; Independent with high self-motivation initiative.