GPS Technical Support Engineer

Job Description

Position: Technical Support Engineer / Customer Support Agent in a GPS Tracking company

The role is responsible for providing technical support to clients post-sales. The individual ensures the proper functioning of all vehicles’ tracking systems by maintaining continuous contact with customers.

Major Responsibilities:

1. Checking and ensuring the units' proper functionality on a daily basis.
2. Reporting to customers if any faulty unit is found.
3. Coordinating with customers about the vehicles’ availability.
4. Liaising between the customer vehicles’ availability and the technicians’ schedules.
5. Arranging the schedules for units’ Maintenance / Removals / Installations / Transfers.
6. Charging customers for any chargeable activity by referring to the contract.
7. Managing the units’ assignment / deactivation on the system.
8. Ensuring the unit is reporting properly in case of any new installation or unit transfer.
9. Reporting to the customer the work done report immediately after any activity is completed by the technician.
10. Troubleshooting software issues reported by customers.
11. Reporting to software developers any related issues that cannot be solved by the customer support agent.
12. Configuring the units based on the installation requirements.
13. Troubleshooting the units in case of any related issues.
14. Testing any new or existing hardware to meet specific requirements.
15. Assisting customers through phone, email, or face-to-face to clear any queries.
16. Performing training sessions for existing or new customers.
17. Reporting to the accounts team the chargeable activities conducted by technicians.
18. Regularly visiting customers to build and maintain strong relationships.
19. Preparing daily, weekly, and monthly reports based on work requirements and task assignments.
20. Gathering new software requirements and testing after implementation.
21. Working in ERP Software (ZOHO) tasks.
22. Communicating with hardware and software teams to obtain the needed results.
23. Checking hardware, providing ideas & details to the development team for software implementation.
24. First level hardware and software troubleshooting.
25. Conducting internal and external training based on customer requirements.
26. Ability to learn new technologies and software, especially for government projects.
27. Hands-on experience in tracking.
28. Final level hardware testing and first level device/ configuration checking.
29. Ability to handle multiple tasks and knowledge of all sensors.
30. Agility in handling government projects.
31. Any other work-related tasks as per HoD's instructions.

Skills:

1. Experience in Fleet Tracking / GPS is an added advantage.
2. Excellent communication skills, both verbal and written.
3. Outstanding interpersonal skills and ability to organize day-to-day operational activities.
4. Proficient in Microsoft Windows and Microsoft Office.
5. Ability to manage installation schedules and technician teams.
6. Able to learn new technologies quickly.
7. Willingness to keep technical skills and knowledge up to date.
8. Excellent organizational skills with the ability to adapt easily.
9. Ability to prioritize and work under deadlines.
10. Professionalism, confidence, and patience at all times.
11. A team player, able to work effectively and contribute value with limited direction.
12. Strong dedication to customer service.

Minimum Educational Qualification:

Bachelor’s degree in Electronics / Electrical Engineering / Computer Engineering.

Minimum Experience:

02 Years in Fleet Tracking / GPS is an added advantage.