Field Service Engineer - Middle East

We're seeking an experienced Field Service Engineer to join our team, working from our Dubai office, servicing customers in the Middle East. We support our customers with technical expertise in the use and application of all ETC’s products. The role will require technical knowledge and familiarity with ETC products, experience in entertainment lighting, and a willingness to travel. The Field Service Engineer will also provide customer support, diagnosis of technical problems, and response to pager calls.

If you have the required experience and knowledge for this role, this may be the position for you!

Representative Responsibilities:

1. Supports ETC and other products in all our other territories
2. Provides phone and e-mail technical support and service
3. Diagnoses technical problems accurately
4. Ensures repairs are made within the time frame agreed upon by ETC and customer
5. Informs customer of progress
6. Completes follow-up documentation and logs cases in the system
7. Provides 24-hour pager support on a rotating schedule
8. Responds to pager calls within 15 minutes
9. Repairs faulty products that are sent back to ETC
10. Works with testing, storing, organizing, and dispatching demo and loaner equipment
11. Provides trade show support and prepares equipment
12. Provides technical coordination for trade shows
13. Attends trade shows and provides sales and service support
14. Provides demos of equipment
15. Energizes ETC systems at customer site
16. Ensures timely arrival to customer site through Project Management, Technical Service Administration, and site contact
17. Provides positive and effective supervision regarding ETC equipment at job sites
18. Evaluates projects on-site to ensure Field Service plan was followed
19. Performs necessary adjustments to the plan and assures the adjustments are based on job information
20. Ensures system meets customer requirements
21. Performs effective end-user training
22. Ensures all job documentation is correctly filled out and returned to factory personnel
23. Reports all quality and service issues to the appropriate factory personnel
24. Trains internal personnel, external technicians, and customers on the proper use of ETC products
25. Ensures training workshops have adequate preparation
26. Ensures training attendees are educated on ETC products
27. Performs hardware and software upgrades
28. Completes follow-up documentation
29. Establishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors, and end users
30. Ensures ETC is projected in a professional and enthusiastic manner
31. Remains current on changes in policies, procedures, and product offerings
32. Ensures product knowledge is up to date
33. Reviews and improves existing procedures on a regular basis
34. Completes special projects and requests in a timely and positive fashion
35. Provides Engineering Change Orders to warehoused goods as needed

Minimum Qualifications:

1. Bachelor’s degree or comparable business experience in increasingly responsible positions in the related discipline
2. 4-6 years entertainment lighting experience
3. Customer service experience
4. Experience with mains voltage and 3 phase electricity
5. Strong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)
6. Knowledge of high-powered electrical, digital, and analog control systems
7. Excellent communications and interpersonal skills
8. Excellent organizational, problem-solving, and decision-making skills
9. Excellent customer service skills
10. Ability to be creative and innovative
11. Ability to multitask
12. Strong degree of flexibility and independence
13. Computer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)
14. Ability to use product-related software
15. Able to use hand tools, power tools, and electronic test tools
16. Able to travel extensively and be flexible
17. Must maintain an acceptable driving record and valid license
18. Ability to work weekends and evenings as required
19. Ability to work within a construction environment
20. Able to lift up to 23kg
21. Knowledge of the fundamentals of electricity
22. Ability and certification to operate scissors lift is helpful