Field Support Engineer (POS Device) - Mindanao Region

Link Business Process Inc.; Cagayan de Oro; On-site; PHP 240,000 - 360,000; Full time

Job summary

Link Business Process Inc. is seeking a highly motivated Field Engineer to join our Device Management Team under Merchant Services - Operations. The role focuses on on-site installation, maintenance, and support of POS devices deployed to our merchant network, with extensive field travel and weekend work as required.

You will diagnose hardware and software issues, perform device pull-outs and upgrades, train merchants, and ensure SLAs are met through diligent field planning.

Qualifications

• Bachelor's Degree in Engineering, Electronics, Information Technology, Computer Science, or related technical field.
• 2-3 years of relevant experience in Field Service, Technical Support, POS devices, Banking/FinTech, Telecommunications, or Customer Service operations.
• Strong English communication skills, both written and verbal.
• Must own a motorcycle and be willing to travel extensively for field assignments.
• Willing to work on weekends, holidays, and shifting schedules when required.

Responsibilities

• Perform on-site installation, configuration, reprogramming, and troubleshooting of POS devices and payment terminals.
• Diagnose and resolve hardware and software issues to ensure optimal device performance.
• Handle POS device pull-outs, replacements, upgrades, and preventive maintenance activities.
• Conduct regular device inspections and audits to ensure proper usage and compliance with company standards.
• Provide exceptional service by accurately identifying reported issues and recommending appropriate solutions.
• Conduct merchant orientation and training on proper use, operation, capabilities, and limitations of payment devices and solutions.
• Build and maintain positive relationships with merchants to ensure a superior customer experience.
• Gather merchant feedback and coordinate with relevant teams to improve products and services.
• Prepare complete, accurate, and timely Engineer Activity Reports after every service engagement.
• Ensure achievement of service level agreements (SLAs) through effective planning and execution of daily field activities.

Skills

Field service

POS devices

English communication

Travel readiness

Education

Bachelor's degree

Job description

We are looking for a highly motivated Field Engineer to join our Device Management Team under Merchant Services - Operations. In this role, you will be responsible for the installation, maintenance, troubleshooting, and support of POS devices deployed to our merchant network.

Key responsibilities

• Perform on-site installation, configuration, reprogramming, and troubleshooting of POS devices and payment terminals

• Diagnose and resolve hardware and software issues to ensure optimal device performance

• Handle POS device pull-outs, replacements, upgrades, and preventive maintenance activities

• Conduct regular device inspections and audits to ensure proper usage and compliance with company standards

• Provide exceptional service by accurately identifying reported issues and recommending appropriate solutions

• Conduct merchant orientation and training on the proper use, operation, capabilities, and limitations of payment devices and solutions

• Build and maintain positive relationships with merchants to ensure a superior customer experience

• Gather merchant feedback and additional requirements, and coordinate with relevant teams to improve products and services

• Prepare complete, accurate, and timely Engineer Activity Reports after every service engagement

• Ensure achievement of service level agreements (SLAs) through effective planning and execution of daily field activities

Qualifications

• Bachelor's Degree in Engineering, Electronics, Information Technology, Computer Science, or any related technical course.

• At least 2-3 years of relevant experience in Field Service, Technical Support, POS Devices, Banking, FinTech, Telecommunications, or Customer Service operations.

• Strong English communication skills, both written and verbal.

• Must own a motorcycle and be willing to travel extensively for field assignments.

• Willing to work on weekends, holidays, and shifting schedules when required.

Preferred Skills & Competencies

• Knowledge of POS devices, payment terminals, and payment solutions in the Philippine market.

• Strong technical troubleshooting and diagnostic skills.

• Customer-focused with excellent relationship management abilities.

• Analytical thinker with effective problem-solving skills.

• Ability to work independently while managing multiple field activities.

• Strong teamwork and collaboration skills.

• Adaptable in a fast-paced and highly dynamic environment.