Remote Field Support Engineer - specialized equipment

Placements24; Queenstown; Hybrid; NZD 90,000 - 130,000; Full time

Job summary

Placements24 is seeking a highly skilled Remote Field Support Engineer in New Zealand. The role is fully remote, providing expert remote troubleshooting and guidance to clients and on-site teams to ensure optimal performance of advanced diagnostic equipment.

You will diagnose complex issues, collaborate with R&D, service, and sales, and maintain comprehensive documentation. A strong technical degree and five years of relevant experience are required, with a focus on proactive problem solving and

Qualifications

• Minimum of 5 years in a field support, technical support, or service engineering role involving industrial equipment.
• Deep understanding of electro-mechanical systems and diagnostic equipment.
• Proficiency with remote troubleshooting methodologies and tools.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills to explain technical concepts clearly.

Responsibilities

• Provide remote technical support and troubleshooting for specialized industrial equipment.
• Diagnose complex hardware, software, and system issues using remote diagnostic tools.
• Guide and assist on-site technicians and end-users through complex repair and maintenance procedures.
• Analyze performance data and logs to identify root causes of problems.
• Document all support interactions, resolutions, and technical findings accurately.
• Collaborate with engineering and product teams to resolve recurring issues and suggest improvements.
• Develop and maintain technical documentation and knowledge base articles.
• Conduct remote training sessions for clients and internal staff.
• Ensure timely and effective resolution of customer issues.

Skills

Remote troubleshooting

Analytical thinking

Communication skills

Independent working

Customer focus

Education

Technical degree or equivalent

Tools

CAD software

Remote diagnostic tools

Job description

About the Role

Our client, a global manufacturer of specialized industrial diagnostic equipment, is seeking a highly skilled and independent Remote Field Support Engineer. This position is entirely remote, allowing you to provide expert technical assistance and guidance to clients and on-site support teams without the need for constant travel. You will be responsible for diagnosing complex technical issues, providing remote troubleshooting solutions, and ensuring the optimal performance of our advanced equipment. The ideal candidate possesses deep technical knowledge of our product line, excellent analytical and problem-solving skills, and the ability to communicate complex information clearly and concisely. This role requires a proactive approach to identifying potential issues and a strong commitment to client satisfaction. You will act as a key point of contact for critical technical support, collaborating with R&D, service, and sales departments to ensure seamless customer experiences. Your expertise will be vital in supporting our clients' operations and upholding our company's reputation for exceptional technical support and product reliability, all from your remote workspace. This is an unparalleled opportunity for a seasoned engineer to utilize their skills in a flexible, remote capacity.

Key Responsibilities

• Provide remote technical support and troubleshooting for specialized industrial equipment.


• Diagnose complex hardware, software, and system issues using remote diagnostic tools.


• Guide and assist on-site technicians and end-users through complex repair and maintenance procedures.


• Analyze performance data and logs to identify root causes of problems.


• Document all support interactions, resolutions, and technical findings accurately.


• Collaborate with engineering and product development teams to resolve recurring issues and suggest product improvements.


• Develop and maintain technical documentation, FAQs, and knowledge base articles.


• Conduct remote training sessions for clients and internal support staff.


• Ensure timely and effective resolution of all customer technical issues.


• Stay updated on product enhancements and new technologies relevant to our equipment.

Requirements

• Minimum of 5 years of experience in a field support, technical support, or service engineering role, preferably with specialized industrial equipment.


• In-depth understanding of complex electro-mechanical systems and diagnostic equipment.


• Proficiency in remote troubleshooting methodologies and tools.


• Strong analytical and problem-solving capabilities.


• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.


• Ability to work independently and manage a demanding remote workload effectively.


• Experience with data analysis and log file interpretation is essential.


• A relevant technical degree or equivalent practical experience.


• Must have a stable internet connection, a suitable home office environment, and the ability to work flexible hours.


• Experience with CAD software or schematic reading is a plus.

Benefits

This contract role offers a highly competitive remuneration package and the opportunity to work on challenging projects with a global leader. As a remote position, it provides exceptional flexibility and autonomy. You will gain exposure to cutting-edge technology and contribute directly to client success. Our client values continuous learning and may offer opportunities for training on new product lines. This role allows you to leverage your extensive technical expertise without the constraints of traditional office environments. Payment will be processed on a regular schedule based on agreed-upon terms. This is an ideal opportunity for an experienced engineer seeking a flexible, impactful, and rewarding remote engagement, contributing significantly to client operational efficiency and product performance.