Field Service & Support

Lebanon - Beirut

VOTI Detection is seeking a Service & Support Specialist to provide customer service and support

  • the job is home-based meaning that the work will be done remotely unless travel for installation, corrective maintenance, training and preventive maintenance duties are required at customer site.
  • This is a mid-level, customer-facing, technical support position involving field service and technical assistance to customers in the areas of installation, commissioning, after-sales, maintenance, and repairs, as well as training required on security X-Ray systems.

Responsibilities and Duties

  • Commission and configure system hardware and software at customer and partner sites.
  • Promptly respond to field support issues, create a ticket in the ticketing system and provide customer support in a timely manner.
  • Provide customer (operator and maintenance) training as required.
  • Escalate technical customer issues as well as feature requests with Engineering/Sales teams as needed.
  • Provide sales support with technical expertise/product knowledge.
  • Install new software releases, perform system upgrades and perform quality assurance testing on new installations.
  • Assist in final assembly and integration of components at our production facility.
  • Participate in performing Factory Acceptance test on the units before shipping to the customer.
  • Doing Site Acceptance tests at customers premises.
  • Willing to work overtime and in weekends in case needed as per shifts schedule with the rest of team.
  • Multi-task by adjusting from one type of call to another without loss of efficiency, composure, or knowledge.


Required Skills, Qualifications, and Experience

  • Bachelor Degree in Mechanical/Electrical/ CCE (Preferable) or Computer Science or relevant field.
  • 0-2 years relevant experience.
  • Knowledge of Linux and Windows (7, 8 & 10) desktop knowledge.
  • Experience with X-Ray scanners would be an asset.
  • Expertise in front-end programming (HTML5, CSS, JavaScript, JQuery, AJAX, …)
  • Expertise in back-end programming (PHP, MySQL).
  • Foreign passport is a MUST (US, CA, UK or European Passports).
  • Ability to deliver technical solutions to customers with a high degree of professionalism.
  • Ability to work well within a fast-paced, constantly changing environment experience in installing, commissioning, and providing customer support for software/hardware systems.
  • Demonstrate ability to configure/troubleshoot complex software/hardware systems and resolve technical issues.
  • Outstanding customer service skills and a dedication to the customer service experience.
  • Strong time management, multi-tasking, prioritizing and organizational skills.
  • Excellent verbal and written communication skills (Arabic and English, French is a plus).
  • Ability to lift packages up to 25kg. unassisted.

Location/Nature of Work Job

  • will be home-based in Lebanon involving 80% travel on short notice within the EMEA region.
  • The FSS will work remotely from his/her home and report daily to his/her reporting manager.
  • All tickets/emails must be answered in a timely manner during working hours, tech will follow GCC work schedule (working days: Sunday - Thursday).
  • Tech will occasionally travel to Dubai-based office (company’s EMEA regional office) for training/meeting purposes.
Post date: 14 May 2019
Publisher: Tanqeeb.com

Post date: 14 May 2019
Publisher: Tanqeeb.com