Customer Service Senior Engineer Ghobash Group

Employer Active

Posted 8 hrs ago

Experience

3 - 5 Years

Job Location

Oman - Oman

Education

Bachelor of Technology/Engineering

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

DUTIES & RESPONSIBILITIES

Technical Support & Maintenance:

  • Perform installation, configuration, testing, and troubleshooting of Diebold Nixdorf self-service terminals (CINEO and DN Series CMD-V4, RM3, CCDM, ATS, RM4V, RM4H, CMDV6C, CMDV6A) and related peripherals.
  • Carry out preventive and corrective maintenance to ensure optimal machine uptime and adherence to SLA targets.
  • Analyze recurring technical issues and implement permanent corrective actions to minimize repeat failures.
  • Coordinate with vendor technical teams for complex issues, firmware updates, and hardware enhancements.

Service Delivery & Field Operations:

  • Respond promptly to customer service calls and ensure timely resolution of incidents within agreed SLAs.
  • Prepare and update service reports, installation checklists, and preventive maintenance documentation
  • Support software and hardware upgrades, system replacements, and field modifications as per project requirements.
  • Ensure all activities are carried out in compliance with safety, quality, and operational standards.

Customer Support & Coordination:

  • Maintain effective communication with customers to provide updates, clarify technical details, and ensure satisfaction with service delivery.
  • Work closely with the service desk and logistics teams to plan visits, manage parts requests, and report any field challenges.
  • Escalate high-impact issues proactively to the team leader or vendor for timely intervention.

Workshop & Spare Parts Handling:

  • Assist in diagnosing and repairing returned hardware components in the workshop environment.
  • Maintain accurate tracking of used spare parts, report consumption, and ensure timely return of faulty items.

Continuous Improvement & Knowledge Sharing:

  • Respond promptly to customer service calls and ensure timely resolution of incidents within agreed SLAs.
  • Support training and mentoring of junior engineers to enhance overall team capability.
  • Participate in technical workshops and internal reviews to share best practices and field experience.

Desired Candidate Profile

Education

Bachelor s degree in computer science, Computer Engineering, or Information Technology.

Experience

3 4 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.

Desired: 4 5 years of experience in hardware support within BFSI, preferably with Diebold Nixdorf hardware and software solutions.

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • IT Hardware Support
  • IT Hardware Repair & Maintenance

Keywords

  • Customer Service Senior Engineer

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Ghobash Group

CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.

We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.

We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.

CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.

Read More

https://jobs.smartrecruiters.com/ghobashgroup/744000091556765