Field Engineer

Established in 1982 as a leading Office Automation Solutions provider for the UAE and the wider region, GCG Enterprise Solutions is a turnkey tech solutions provider offering Print Solutions, IT Services, AV and Digital Transformation Solutions. Partnering with leading technology vendors, GCG creates bespoke solutions and services for key industry sectors.   JOB SUMMARY  We are seeking an experienced and technically proficient Field Engineer to join Print Services team. The ideal candidate will have a strong background in the installation, maintenance, repair, and servicing of office and commercial print machines across leading OEM brands including Fujifilm, Kyocera, HP, Xerox, Ricoh, Konica Minolta, and Canon. The role requires hands-on technical expertise in diagnosing and resolving hardware, software, and print quality issues at customer sites while delivering a consistently high standard of service and customer satisfaction.  DUTIES & RESPONSIBILITIES  Installation, Configuration & Commissioning  Set up, install, and configure Fujifilm, Kyocera, and other OEM print machines and MFDs at customer sites in line with customer specifications and OEM standards  Commission newly installed equipment including network connectivity, print driver setup, scanning workflows, and user authentication configuration  Conduct handover and basic user orientation for clients upon installation completion    Preventive & Corrective Maintenance  Carry out scheduled preventive maintenance (PM) visits on all managed print equipment as per OEM service intervals and contract requirements  Diagnose and resolve complex technical issues related to print quality, paper handling, hardware components, firmware, and software integration  Replace defective parts, consumables, and components using genuine OEM-approved parts in accordance with service procedures  Ensure all serviced equipment is tested and validated before leaving the customer site    Technical Support & Customer Service  Respond to on-site and remote service calls within SLA-defined response times across assigned accounts  Provide technical advice and guidance to customers on the correct operation, maintenance, and care of their print equipment  Deliver product demonstrations and technical presentations to customers as required  Escalate complex or unresolvable issues to the Team Lead or OEM technical support with full diagnostic details  Maintain a professional and courteous manner at all customer sites at all times    Documentation, Reporting & Administration  Complete and submit accurate job sheets, service reports, and parts usage records for every site visit via the CRM / service management system  Update meter readings, consumables usage, and equipment status in the system following each visit  Report recurring faults, equipment health trends, and parts requirements to the Team Lead proactively  Maintain an organised and well-stocked engineer kit bag with essential tools, spare parts, and consumables  Adhere to HSE standards and all client site access and safety protocols at all times  Education  Minimum: Bachelor's degree or Diploma in Electronics Engineering, Computer Engineering, IT, or a related technical field  Desired: Bachelor's degree in Engineering or IT; OEM certifications from Fujifilm, Kyocera, HP, Xerox, Ricoh, Konica Minolta, or Canon are strongly preferred  Experience  Minimum 3–6 years of field service experience in office or commercial print machines across one or more major OEM brands; proven hands-on experience in fault diagnosis, repair, and preventive maintenance  Desired Direct experience servicing Fujifilm and/or Kyocera equipment in a UAE/GCC environment; familiarity with MPS-managed print environments and SLA-driven service contracts  Skills & Abilities  Minimum: Strong technical knowledge of multi-brand print and MFD equipment (Fujifilm, Kyocera, HP, Xerox, Ricoh, Konica Minolta, Canon); ability to diagnose hardware, software, and print quality issues; proficiency in service management / CRM systems; good communication skills; valid UAE driving licence  Desired: Experience across multiple OEM platforms; knowledge of network printing, scan workflows, and print driver configuration; familiarity with fleet management and remote monitoring tools; Arabic language skills an advantage  ACCOUNTABILITIES  1. Accurate recording of parts consumed per job to support billing and inventory control  2. Minimise repeat visits through high first-time fix rate to reduce cost-to-serve  1. Achieve SLA compliance for all assigned service calls and PM visits  2. Maintain high first-time fix rate across all attended jobs  3. Ensure high CSAT scores through professional and effective on-site service  4. Maintain 100% accuracy of job records and service reports submitted  5. Adhere to all HSE standards and OEM service procedures on every job