FCS Technical Support Officer

This position offers a great opportunity for career growth. Position Overview: - Are you tech-savvy, analytical, and passionate about solving problems? We are looking for a proactive FCS Technical Support Officer to provide exceptional technical assistance to our Fuel Control Systems (FCS) clients. - If you enjoy diagnosing hardware/software issues, supporting customers, and working with cross-functional teams to deliver seamless solutions, this role is for you. Role Overview - As the Technical Support Officer, you will serve as the first point of contact for all FCS-related technical matters. You will troubleshoot system issues, onboard new clients, configure hardware, and analyze performance metrics to ensure client success and satisfaction. - You will collaborate closely with the Research & Development, Implementation, Recovery & Control, and Customer Support teams to resolve advanced technical challenges and optimize operations. Key Responsibilities: - Diagnose and resolve software and hardware issues - Onboard new clients and manage account setup - Configure hardware and resolve communication issues between systems - Provide real-time support via phone, email, chat, and remote desktop tools (e.g., TeamViewer) - Escalate complex technical issues to appropriate internal teams - Prepare and share theft analysis, health check, and performance reports - Monitor unit/client success rates and recommend improvements - Maintain accurate documentation of issues and resolutions - Ensure all tickets are properly logged and resolved within agreed timelines - Provide guidance and training to clients on platform features Key Performance Indicators - Client issue resolution rate - Client retention and discontinuation prevention - Quality and accuracy of technical reports - Effectiveness of troubleshooting techniques - Operational gap closure and system optimization Requirements: - B.Sc. in Electrical/Electronics Engineering, IT, Computer Engineering, or related field - Minimum of 1 year experience in Technical Support - Strong understanding of electronics, computer systems, and software platforms - Proficiency in Excel and Google Sheets - Familiarity with remote desktop applications (e.g., TeamViewer) - Strong analytical and problem-solving skills - Excellent communication skills - High level of accuracy, organization, and attention to detail