PES (Professional Engineering Services) / Technical Support Engineer

AVTEL HOLDINGS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in the engineering sector is seeking a Professional Engineering Services Engineer to provide technical support and solutions across the APAC region. The ideal candidate will demonstrate strong engineering knowledge, exceptional problem-solving skills, and a commitment to customer service excellence. This role offers opportunities for professional growth in a dynamic environment, emphasizing collaboration and effective communication.

Qualifications

• Over three years of experience in technical customer support.
• Strong background in engineering principles and tools.
• Experience with enterprise security systems beneficial.

Responsibilities

• Support complex software support programs complying with SLAs.
• Collaborate with sales teams to align project goals.
• Develop and maintain customer software life-cycle processes.

Skills

Problem-Solving

Customer Service

Communication

Adaptability

Collaboration

Tools

MS Office

Job description

Reporting to Group Technical Support Manager

To be based in Singapore/ APAC

Role Overview

We are looking for Professional Engineering Services Engineer to provide technical support and engineering solutions across the APAC region. This role involves pre-sales support, solution implementation, and ongoing maintenance of both customer and internal IT systems. The ideal candidate will have a strong technical background in engineering, excellent problem-solving skills, and a focus on customer service.

You’ll work in a collaborative environment where effective communication, teamwork, and self-discipline are essential.

If you're seeking a role with technical challenges and growth opportunities, apply now!

Key Responsibilities

General

• Support complex software support programmes and solutions in accordance with customer service level agreements
• Collaborates with sales account team to determine goals and objectives for retained customers and targeted prospects.
• Supports internal teams with clarifying project scope, acceptance criteria, and identifies service break-fix opportunities.
• Develops and assists in maintaining customers software life-cycle processes to be in line with manufacturers guidelines and specifications.
• Remote support for internal & external customers to investigate faults, coordinate resolution paths, and determine the best course of action for remediation.
• Maintain accurate records with timely reporting on service tickets, inventory logs, and audit history of hardware and systems/services.
• Proactively identify issues that may affect systems or services and ensure recommendations are put in place to mitigate and prevent recurrences.
• Maintain an in-depth knowledge of current and innovative technologies applicable to business requirements.
• Liaise with 3rd party vendors.
• Provide user training both internally & externally.
• Ensure compliance with relevant policies, regulations, and security standards.

Professional Engineering Services (PES) Support

• Provide software and technical support to clients, vendor-partners, sub-contractors, and internal teams regarding engineered solutions, software, and systems.
• Assist in the implementation and configuration of engineering solutions, ensuring they meet client requirements and expectations.
• Collaborate with project teams to define project scope, deliverables, and timelines for successful solution deployment.
• Build and maintain strong relationships with clients by understanding their needs and providing responsive support and solutions.
• Act as a trusted advisor to clients, offering insights and recommendations to optimize their engineered security solutions.
• Assist in maintaining customers' software licensing life-cycle processes in line with manufacturers' guidelines and specifications.

Skills & Qualifications

Who You Are

You are a seasoned professional with extensive technical experience, possessing a deep understanding of engineering principles and tools relevant to the industry. With over three years of experience in technical customer support, you bring strong expertise including hardware, software, networking, and security concepts. Your troubleshooting skills are exceptional, allowing you to quickly diagnose and resolve complex technical issues, ensuring minimal disruption and maximum client satisfaction.

Professional Experience

• Technical Experience: Strong background in engineering with a proven ability to manage hardware, software, and network issues across various environments. Experience with one or more enterprise security systems, such as Lenel OnGuard, C-Cure, or Genetec, or similar products would be beneficial.
• Problem-Solving: Highly skilled in analysing complex problems, identifying root causes, and implementing effective solutions.
• Customer Service: Committed to delivering top-notch customer support, you possess the ability to understand client needs, manage expectations, and provide prompt and effective assistance.

Key Strengths

• Communication: Your ability to communicate technical information clearly, both verbally and in writing, ensures effective interactions with clients and colleagues alike. You listen actively, ask insightful questions, and relay complex concepts in simple terms.
• Collaboration & Teamwork: You thrive in cross-functional teams, working alongside engineers, IT specialists, and other departments. Sharing knowledge and fostering a collaborative environment are natural to you, helping to drive continuous learning and improvement.
• Project Management: With a solid foundation in project management, you can coordinate technical initiatives, prioritisze tasks, manage dependencies, and meet deadlines, all while maintaining a high standard of quality.
• Adaptability & Growth: You embrace change and adapt quickly to shifting priorities, technologies, and work environments. Your willingness to continually update your skills ensures that you remain aligned with evolving industry trends.

Additional Skills & Attributes

• Organisational Expertise: Your attention to detail and strong organisational skills enable you to maintain precise documentation, records, and processes, ensuring that everything runs smoothly. Additionally, your ability to plan, prioritise, and make necessary decisions ensures that tasks are completed efficiently and effectively.
• Tech Proficiency: You possess advanced computer skills, including expertise in MS Office tools such as Word, Excel, PowerPoint, and Outlook, ensuring seamless execution of your tasks.
• Client-Centred: You consistently meet or exceed service expectations, achieving high customer satisfaction and maintaining the company’s reputation for quality support.

Working Arrangements - Onsite