Customer Support & Success Vehicle Technology Hardware and Software Support Engineer Cebu, Philippines

AMCS Group; Cebu City; Hybrid; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Hybrid work model

Day 1 healthcare coverage for you and

25 annual leave days

Shuttle service transportation

Free onsite meals and coffee

Allowances and employee benefits

Job summary

AMCS Group is seeking a Hardware Support Assistant to provide remote technical and administrative support for hardware solutions across our customer base in a hybrid setup. You will collaborate with Hardware Support, Customer Support and field resources to investigate issues and coordinate on-site visits.

The role emphasizes ticketing, PO coordination and clear communication, with responsibilities spanning remote troubleshooting, customer updates and ensuring documentation is complete for each

Qualifications

• Strong organisational, administrative and problem-solving skills.
• Good written and verbal communication skills.
• Strong attention to detail and ability to manage multiple open cases.
• Comfortable working with support/ticketing and business systems.
• Ability to work independently in a remote environment.
• Customer-focused and proactive approach to progressing issues.
• Previous experience in technical support, service administration or customer support.
• Experience with Purchase Orders, service visits or supplier/contractor coordination.
• Exposure to vehicle technology, telematics, cameras, IoT or connected devices.
• Basic understanding of networking and remote diagnostics.

Responsibilities

• Review and progress hardware-related support cases and coordinate resolutions.
• Gather diagnostic information from customers and internal teams for cases.
• Perform first-line remote troubleshooting using system data and logs.
• Escalate complex issues to Hardware Support Engineers or field-service resources.
• Coordinate planned hardware service visits and manage PO requirements.
• Maintain accurate case notes and ensure PO and visit records are linked.

Skills

Organisational skills

Communication skills

Problem solving

Remote work ability

Customer-focused approach

Tools

Ticketing systems

PO management

Case management systems

Remote diagnostics basics

Job description

WhoWe Are

At AMCS, sustainability means business — and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference — for our customers, our communities and the planet

Role Overview

The Hardware Support Assistant will provide remote technical and administrative support for hardware solutions deployed across the AMCS customer base.

Working closely with Hardware Support, Customer Support and field-service resources, the role will assist with the investigation and coordination of hardware-related support cases, while managing the administration required for on-site hardware visits.

Key Responsibilities

Remote Hardware Support

• Review and progress hardware-related support cases.
• Gather relevant diagnostic information from customers and internal teams.
• Carry out first-line remote troubleshooting using available system information, logs and customer feedback.
• Identify cases requiring escalation to Hardware Support Engineers or field-service resources.
• Monitor open cases and ensure actions are progressed through to resolution.
• Maintain clear and accurate case notes, including troubleshooting undertaken and next actions.

Field Visit & PO Administration

• Provide administrative support for planned hardware service visits.
• Raise and coordinate Purchase Order (PO) requests required ahead of hardware visits.
• Gather required information, including customer/site details, scope of work and relevant case references.
• Track outstanding PO requests and follow up on approvals or missing information.
• Help ensure the required PO or commercial authorisation is in place prior to planned visits.
• Coordinate visit information between customers, internal teams and third-party field-service providers where applicable.
• Ensure field resources have the relevant case, site and diagnostic information ahead of attendance.
• Maintain accurate links between support cases, POs and planned/completed visits.

Customer & Internal Coordination

• Communicate with customers to obtain information and provide updates on hardware cases.
• Work with Customer Support, Hardware Support and field resources to coordinate issue resolution.
• Ensure ownership and next actions are clearly documented.
• Escalate technical, commercial or administrative issues to the appropriate team.
• Contribute to troubleshooting guides and internal knowledge documentation.

Skills & Experience

Essential

• Strong organisational, administrative and problem-solving skills.
• Good written and verbal communication skills.
• Strong attention to detail and ability to manage multiple open cases.
• Comfortable working with support/ticketing and business systems.
• Ability to work independently in a remote environment.
• Customer-focused and proactive approach to progressing issues.

• Previous experience in technical support, service administration or customer support.
• Experience with Purchase Orders, service visits or supplier/contractor coordination.
• Experience using ticketing or case-management systems.
• Exposure to vehicle technology, telematics, cameras, IoT or connected devices.
• Basic understanding of networking and remote diagnostics.

Measures of Success

• Timely and accurate progression of hardware support cases.
• Complete diagnostic information captured prior to technical escalation.
• PO requests raised and progressed accurately ahead of planned visits.
• Field resources provided with clear and complete visit information.
• Accurate support, PO and visit records.
• Effective communication with customers and internal teams.

What We Offer

• Hybrid working model that supports flexibility and collaboration.
• Day 1 healthcare coverage for you and up to three dependents.
• 25 annual leave days.
• Transportation support through our shuttle service.
• Free onsite meals and coffee.
• Allowances and employee benefits designed to support your wellbeing.
• Continuous learning and professional development opportunities.
• Global collaboration and exposure across teams and regions.
• The opportunity to work on technology that helps create a more sustainable future.

Ready to Make an Impact?