Customer Support Engineer

Location: UAE Dubai
Department: Technical

Position Objectives

• Deliver expert-level service across multiple product lines while maintaining customer satisfaction, efficiency, and safety.
• Fulfill preventive maintenance obligations and expand the service business in the territory.
• Leverage technical and communication skills to positively engage customers and company teams.

Key Responsibilities

• Conduct product installations, in-service support, demos, technical training, upgrades, and troubleshooting.
• Maintain comprehensive knowledge of assigned products and handle inquiries to ensure high customer satisfaction.
• Provide feedback from customers to Sales, Technical Support, and Management.
• Submit timely and accurate documentation, including reports and expenses.
• Support technical training for customers and assist the sales team with technical input and product demonstrations.
• Participate in Customer Satisfaction Surveys and ensure compliance with safety and regulatory standards.
• Manage company property, update manuals, and adhere to policies and procedures.

Preferred Experience

We are seeking technicians/engineers with prior experience working on Ricoh and its family of copiers, including Ricoh, Naustec, Gestetner, and Rex Rotary products.

Qualifications & Skills

• Degree/Diploma in Electronics or Mechanical Engineering preferred.
• 2-3 years of relevant experience desirable.
• Strong technical and communication skills with a focus on customer service.
• Ability to handle challenging situations and deliver solutions effectively.
• Proficiency in reading and interpreting technical documents and compiling reports.
• Multi-lingual proficiency is an advantage.
• Problem-solving
• Teamwork and collaboration
• Quality orientation

HSE Responsibilities

• Comply with all HSE policies and procedures.
• Use provided Personal Protective Equipment appropriately.
• Report unsafe practices or conditions and any occupational injuries or illnesses.