RMA Technical Support Engineer

Hikvision; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

Hikvision in Karachi, Pakistan is seeking an experienced service engineer responsible for configuring and troubleshooting our products to resolve customer technical issues. You will act as the liaison between customers and internal teams and work in complex networking environments.

The role involves on-site project delivery, training customers, maintaining documentation, analyzing data for quality improvement, and coordinating resources to ensure project delivery and acceptance.

Qualifications

• Bachelor degree or above in mechanical/electrical/computer/electronics or related fields.
• Familiar with electronic and electrical knowledge and common instruments.
• Understand circuit principles and be able to analyze schematics.
• Proficient with office software.
• Maintenance or craftsmanship experience preferred.
• Strong analytical, problem-solving, hands-on, and adaptable abilities.
• Strong initiative for project delivery and acceptance.
• Good learning ability and teamwork spirit.

Responsibilities

• Maintain faulty machines and customer returned products.
• Output maintenance manuals and case reports to improve skills and efficiency.
• Analyze maintenance data to improve product quality.
• Coordinate resources to resolve after-sales issues and optimize processes.
• Provide training on equipment repair and maintenance.
• Formulate and track the overall project delivery plan; correct deviations.
• Lead on-site project delivery with implementation and technical support.
• Track and resolve on-site product and technical issues with the team.
• Provide training on product parameters, performance, operation as required by customers.
• Maintain project process documents and conduct summaries and experience sharing.
• Identify risks and coordinate resources for efficient project collaboration.

Skills

Analytical skills

Hands-on

Electrical knowledge

Office software

Circuit analysis

Education

Bachelor's degree or higher (related majors)

Tools

Instruments and tools

Job description

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities

• Responsible for the maintenance of faulty machines such as customer returned products；
• Through continuous learning and summarizing maintenance experience, output product maintenance manual documents and experience cases to improve product maintenance skills and maintenance efficiency;
• Analyze maintenance-related data to promote product quality improvement;
• Coordinate resources to handle and resolve after-sales service complaints, and optimize internal processes;
• Responsible for providing training and guidance on equipment repair and maintenance;
• Responsible for formulating the overall project delivery plan, tracking the plan and correcting deviations in time;
• Lead on-site project delivery, provide on-site implementation and technical support services for customers, and promote project acceptance;
• Track, feedback and coordinate on-site product and technical problems, and under the guidance of the technical team, quickly solve customer problems when using products, and improve customer satisfaction;
• Provide customers with corresponding training and support in product technical parameters, product performance, product operation, etc. according to customer needs;
• Responsible for customer on-site business operations and after-sales training;
• Do a good job in project process document management, collect, compile and output related documents, and regularly conduct project summaries and experience sharing;
• Project risk identification and control, through the coordination of internal and external resources, to promote efficient project collaboration;

Qualifications

• Bachelor degree or above, major in mechanical and electrical, computer, electronics and other related majors;
• Familiar with electronic and electrical related knowledge and the use of common instruments;
• Understand the working principle of the basic circuit, and be able to analyze the circuit schematic diagram;
• Proficient in the operation and use of various office software;
• Experience in maintenance or craftsmanship is preferred;
• Strong analytical and problem-solving ability, hands-on ability and adaptability;
• Strong initiative, with the management awareness of project delivery, to promote and promote project delivery and acceptance;
• Passionate about delivery work, have a sense of service, strong ability to withstand pressure, organizational coordination and communication skills;
• Have good learning ability and teamwork spirit;