Senior Field Service Engineer

About the role

A multinational company, represented by its client, is looking for a Senior Field Service Engineer based in Dubai. The role sits within the Customer Satisfaction Division (CSD) and provides advanced technical support to distributors and dealers, resolves complex technical issues, improves customer satisfaction and ensures high-quality after-sales service. It also supports business strategy, partner capability development and continuous service improvement.

Key responsibilities

• Execute the field services strategy aligned with company objectives and implement policies, processes and compliance standards.
• Monitor operational performance, risks and regulatory compliance.
• Lead technical support for distributors, dealers and service teams, troubleshooting complex hardware and software issues.
• Evaluate dealer technical capabilities and recommend improvements.
• Work with product, sales, logistics and warehouse teams to resolve issues and deliver products on time.
• Oversee service operations, resource allocation and budget adherence.
• Train and mentor field engineers and dealer technicians, develop training materials and promote continuous learning.
• Act as the main technical liaison for distributors, dealers, service centers and vendors, build customer relationships and help sales teams identify upselling and cross-selling opportunities.
• Maintain service records, parts usage and labor data in the CRM/Service Management System and prepare operational and performance reports for management.

Required profile

• Bachelor's degree or diploma in Electrical/Electronic Engineering, Information Technology or a related field.
• 5 to 7 years of experience in customer service or field service management within the consumer electronics, home appliances, refrigeration or AV industry.