ROLE PURPOSE
The Field Service & Repair Engineer is a shared resource for both field operation and Repair Centre activities. Field support includes providing technical support in resolving customer issues, troubleshooting, repairs, installations, preventive maintenance and user training. Repair Centre handles mainly corporate customers that focus mainly on modular repairs.

MAIN RESPONSIBILITIES
Field Support
• Have a thorough working knowledge of Glory products and systems.
• Maintain a strong understanding of service contract entitlements and out‑of‑scope items across all coverage levels.
• Demonstrates strong knowledge of best practices and methods to prevent Electrostatic Discharge (ESD) damage when handling components.
• Executes equipment pre-staging, installation and commissioning tasks with proficiency.
• Performs remedial repair work at customer sites in a timely and competent manner.
• Conduct preventive maintenance as scheduled.
• Install authorized software updates.
• Perform basic software troubleshooting and debugging.
• Recognise situations requiring a service call or fault to be escalated and follow proper Escalation Procedures.
• Provide the support required to close service call promptly, within the SLA and to the satisfaction of the customer.
• Effective ‘debrief’ and reporting of service calls as requested by your manager.
• Complete E-administrative work timely and accurately.
• Perform assignments as required by Helpdesk or your manager.
Repair Centre
• Good working knowledge of the customer repair requirement.
• Coordinate Repair activities with overseas customers.
• Perform modular repair.
• Perform periodical modular upgrades.
• Provide E-reports to both internal and external customers.

REQUIRED EDUCATION AND QUALIFICATIONS
Qualifications:
• Recognised technical qualification
• Current drivers licence, preferred
Experience:
• Minimum 5 years’ experience in a technical support role handling complex technical issues
Skills and Attributes:
• Excellent communication (written and verbal) and interpersonal skills
• Ability to work independently and set priorities to meet customer and organisational expectations.
• Proven problem solving and analytical skills
• Excellent organisational skills
• Strong customer service orientation
• Ability to handle high-pressure situations
• Self-motivated with the ability to meet deadlines
• Commercial awareness
• Incorporate safety as a key awareness.