Senior Field Service Engineer

Sharpmea; Dubai; On-site; AED 140,000 - 160,000; Full time

Benefits offered by this job

Health and wellness benefits

Flexible working hours or hybrid options

Collaborative and growth-oriented work environment

Job summary

Sharpmea in Dubai is currently seeking a Field Services Manager to oversee technical customer orders, manage support strategies, and enhance partner capabilities. The role involves collaborating across departments, ensuring compliance with regulations, and maintaining service excellence.

The ideal candidate will have extensive experience in customer service management within the consumer electronics industry and a solid educational background in engineering or IT.

Qualifications

• Minimum of 5–7 years of experience in customer service management within consumer electronics.
• Deep understanding of mechanical systems, electronics, and optics.

Responsibilities

• Diagnose, troubleshoot, and repair complex hardware and software malfunctions.
• Lead installation of high-end systems, including software configuration.
• Execute scheduled maintenance protocols to minimize downtime.
• Act as the final point of escalation for difficult technical issues.
• Provide on-the-job training and guidance to Field Engineers.
• Maintain professional communication with clients regarding technical issues.

Skills

Technical Support & Repair

Installation & Configuration

Preventative Maintenance

Advanced Troubleshooting

Training & Mentorship

Client Relations

Education

Bachelor’s Degree or Diploma in Electrical/Electronic Engineering

Information Technology or related field

Job description

The position holder oversees SHARP Middle East CSD's Field Services by managing specialized technical customer orders, implementing advanced support policies and ensuring swift resolution of technical queries from distributors and dealers.

This role is responsible for maintaining a robust technical support framework tailored to partner needs, addressing technical challenges, and nurturing lasting relationships. Additionally, the position requires collaborating across departments, implementing industry‑leading technical advancements, and shaping support strategies that align with business objectives to enhance partner capabilities.

Strategic Planning, Systems, and Compliance

The role involves implementing the CSD's functional strategy and translating the overall business vision into actionable annual operational business plans while actively monitoring performance. The position holder establishes and executes functional policies, systems, processes, and controls to ensure consistent, cost‑effective service that fulfills all procedural and legislative requirements. Furthermore, they manage department compliance frameworks in alignment with local and international standards, establishing robust reporting mechanisms to proactively monitor, mitigate, and escape risk issues to senior leadership.

Budgeting and Technical Operations Management

In collaboration with the Senior Manager Field Service, the role shares responsibility for developing and managing the Field Services unit budget by monitoring expenses, identifying cost‑saving opportunities, and optimizing cross‑functional resource allocation. The position holder evaluates dealer capabilities, provides essential technical insights to the products team for strategic decision‑making, and leads Field Service‑related orders. Daily operational management includes troubleshooting hardware and software claims, collaborating across teams for timely issue resolution, and overseeing warehouse interactions to ensure products are delivered to distributors on time and in good condition.

Training and Partner Relationship Management

A core focus of the position is developing, delivering and continuously evaluating product training programs and resources to increase dealer knowledge and expertise. The role serves as a vital liaison between the technical support team and customers to ensure timely issue resolution and maintain high satisfaction levels, while collaborating with the sales team to identify upselling and cross‑selling opportunities. Communication spans multiple tiers, requiring effective negotiation up to Manager level at Headquarters, up to Senior Manager level with vendors, and up to General Manager level regarding technical solutions with distributors, dealers, system integrators, and resellers.

Culture, Mentorship, and Development

The position holder actively promotes a departmental culture of innovation, continuous learning, and improvement within a collaborative Customer Satisfaction Division environment. They provide structured guidance, mentorship, and coaching to junior team members to assist in professional growth and skill development. Finally, the role facilitates seamless communication both within the CSD team and across external corporate departments to foster a unified approach to service excellence.

Key Responsibilities:

• Technical Support & Repair: Diagnose, troubleshoot, and repair complex hardware and software malfunctions on Sharp multi‑function printers (MFPs), professional displays and integrated office solutions.
• Installation & Configuration: Lead the installation of high‑end systems, including network integration and software configuration to ensure seamless workflow for clients.
• Preventative Maintenance: Execute scheduled maintenance protocols to minimize downtime and extend the lifecycle of the machinery.
• Advanced Troubleshooting: Act as the final point of escalation for difficult technical issues that junior engineers cannot resolve.
• Training & Mentorship: Provide on‑the‑job training and technical guidance to Field Engineers to improve team performance and first‑time fix rates.
• Client Relations: Maintain professional communication with clients, providing clear explanations of technical issues and advising on equipment optimization.
• Reporting: Maintain accurate records of service calls, parts used, and labor hours through the company’s Service Management System.

Requirements:

• Education: Bachelor’s Degree or Diploma in Electrical/Electronic Engineering, Information Technology, or a related field.
• Experience: Minimum of 5–7 years of experience in customer service management, specifically within the consumer electronics (AV/Refrigeration/Home appliances) industry.

Preferred Skills:

• Technical Proficiency:
  • Deep understanding of mechanical systems, electronics, and optics.
• Assist in planning and organizing promotional events, product launches, and trade shows.
• Support the creation and maintenance of marketing calendars and budgets.
• Stay up to date with industry trends and competitor activities.
• Health and wellness benefits.
• Flexible working hours or hybrid options (if applicable).
• Collaborative and growth‑oriented work environment.