Service Engineer

Location: ,
Job Category:
Job ID: 119580
Employment Type:
Salary:
Posted: 03.07.2025

Occupations:

Engineering : General-Other: Engineering
Installation-Maintenance-Repair : Equipment Install-Maintain-Repair, General-Other: Installation-Maintenance-Repair

Job Description:

To efficiently execute preventative maintenance and emergency service calls within customers’ Service Level Agreements for all equipment / solutions sold, rented or supported by the Company.

KEY ACCOUNTABILITIES:

Delivers service excellence daily in keeping with Amaranth Business Solutions Customer Service Philosophy.
Manages field service visits by calling ahead and performing Call Avoidance procedures.
Completes field service visits in a timely manner in keeping with established Company / industry standards and within the required Service Level Agreements (SLA).
Follows through with incomplete calls which may require, but are not limited to, additional parts, technical support or supplies and forwarding customer requests to the relevant departments as necessary.
Liaises with Technical Support Team on escalation calls for timely resolution of technical issues.
Promotes the benefits of Maintenance Contracts to customers and communicates opportunities to the Sales Team.
Sets up (includes configuration), installs and demonstrates equipment when required.
Actively contributes to the development of the Technical Fact Database, e.g. submitting unique trouble call resolution data.
Manages spare parts assigned to ensure accuracy of system Inventory, inclusive of ensuring parts are invoiced from Calls and unused parts are returned to Inventory.
Assists with the accurate preparation of parts and labour quotations for customers when required; conducts timely follow-up on quotations issued; supports the Area Supervisor in preparing regular revenue forecasts.
Collaborates with the Supervisor & Dispatch to confirm daily work schedules and provides regular updates as required.
Collects customers’ purchase orders and payments and delivers to relevant Office.
Proactively and regularly updates customers on the status of their service calls and/or parts requests.
Reports on customer issues to Management and contributes to troubleshooting and timely resolution.
Timely communicates with Supervisor and/or Manager on any Customer Service or Customer Satisfaction issues.
Maintains personal technical certifications as guided by job requirements and industry standards, and attends classroom / online training as required.
Through self-study and company-sponsored training, develops soft skills and maintains and enhances industry and technical knowledge.
Prepares and submits weekly and monthly reports when required.
Any other related duties that may be required.

OTHER DUTIES AND RESPONSIBILITIES

Participates in bi-annual and periodic stock counts.
Participates in regular Team, Department, Company (e.g. Townhalls) or Committee meetings as required.
Works with the HSSE team to ensure compliance with HSSE standards and practices and applicable legislation.
Ensures compliance with Group’s Business Continuity Programme (BCP) and adheres to Company policies and practices.

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

Tertiary level technical / vocational certification
A minimum of five (5) CXC / O’Level passes including Mathematics and English (I & II)
A minimum of two (2) years technical field experience; developed technical aptitude
A+ and IT Certification
Applied understanding of the technology used in today’s multifunction products will be an asset
Computer Literate / proficient in Microsoft Office suite
Customer focused and operates in the spirit of service
Strong analytical, troubleshooting and problem-solving skills
Strong communication (verbal and written) and interpersonal skills
Strong planning, organising and time management skills
Ability and willingness to learn and apply new technologies quickly
Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
Ability to excel under pressure, acts decisively and with a sense of urgency
Shows initiative and innovation
Possession of a reliable working vehicle

PHYSICAL DEMANDS

Driving / Walking
Sitting
Bending
Lifting
Extensive use of computers / tablets / tools
Use of MFPs
Use of specialised equipment
Working in a secured space

WORKING CONDITIONS AND ENVIRONMENT

May work extended or unusual hours
Driving to external meetings and other office locations when required
Local/foreign travel for training and work
Travel between Trinidad & Tobago as required

PERSON PROFILE

Focused on internal and external Customer Service
High moral and ethical standards and values
Takes responsibility for assignments, is pro-active and willing to go beyond the call of duty
Shows initiative in providing feedback and follow-through on action items
Self-motivated, results-oriented and display enthusiasm for the job
Engenders trustworthiness with customers as the subject matter expert for all types of hardware that we supply.
A Team player who contributes meaningfully to achieve team objectives
Conducts business activities with professionalism and integrity and avoid conflicts of interest
Strives to ensure good corporate governance and good business ethics in the execution of job performance
Subscribes to a culture of continuous learning and development
Professional in outlook and behaviour
Confidential

Job Requirements:

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

Tertiary level technical / vocational certification
A minimum of five (5) CXC / O’Level passes including Mathematics and English (I & II)
A minimum of two (2) years technical field experience; developed technical aptitude
A+ and IT Certification
Applied understanding of the technology used in today’s multifunction products will be an asset
Computer Literate / proficient in Microsoft Office suite
Customer focused and operates in the spirit of service
Strong analytical, troubleshooting and problem-solving skills
Strong communication (verbal and written) and interpersonal skills
Strong planning, organising and time management skills
Ability and willingness to learn and apply new technologies quickly
Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
Ability to excel under pressure, acts decisively and with a sense of urgency
Shows initiative and innovation
Possession of a reliable working vehicle