Remote Field Support Engineer - Installation & Maintenance

About the Role

Our client is seeking a highly motivated Remote Field Support Engineer to provide expert technical assistance for their Installation & Maintenance operations. While this role is primarily remote, you will be expected to travel occasionally to client sites in Richards Bay and surrounding areas as needed. You will serve as a key point of contact for complex technical challenges, offering remote diagnostics, troubleshooting guidance, and support to on-site technicians. This is an exciting opportunity for an experienced professional who excels at problem-solving and communication, contributing to customer success from a remote setup while being ready to deploy when necessary. You will leverage your technical expertise to ensure that installations are completed successfully and that equipment operates optimally, playing a vital role in the company's field service capabilities.

Key Responsibilities

• Provide remote technical support and expert guidance to field technicians during installation and maintenance activities.
• Conduct remote diagnostics and troubleshooting of complex equipment issues via phone, video conferencing, and remote access tools.
• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and best practice manuals.
• Analyze service reports and field data to identify trends and recommend preventative maintenance strategies.
• Coordinate with internal engineering and product teams to resolve escalated technical issues.
• Conduct virtual training sessions for field technicians and client personnel on equipment setup and troubleshooting.

Requirements

• Extensive experience in a technical support or field engineering role, with a focus on Installation & Maintenance.
• Strong understanding of networking, hardware, software, and diagnostic tools.
• Excellent remote communication and active listening skills.
• Ability to analyze complex technical problems and devise effective solutions.
• Willingness to travel occasionally for on-site support or training in the Richards Bay region.
• Proven track record of working effectively in a remote or hybrid work environment.

Benefits

• Competitive remote salary with performance bonuses.
• Travel expenses covered during site visits.
• Flexible remote work arrangement.
• Access to cutting-edge remote support tools and technologies.
• Opportunities to contribute to product development based on field insights from KwaZulu-Natal.