POS Field Support Engineer (South Luzon - Batangas/Laguna/Quezon)
Field Engineer is part of the Device Management team under Merchant Services – Operations Department. This role is responsible for various on-site activities of the department including technical check-up and repair, project planning and device inspection, among others.
DUTIES AND RESPONSIBILITIES
Responsible for on-site installation, reprogramming and troubleshooting of POS devices for both software and hardware
Provides excellent customer service by providing a clear evaluation of reported issue vs. actual issue, and explains the actions needed for the resolution process
Conducts merchant orientation for proper use and operation of the device and solutions, and ensures that merchant is properly educated about the its payment processing’s scope and limitation
Prepares complete and accurate Engineers Activity Report per servicing
Ensures accurate SLA delivery by implementing strategic handling of daily activities
Conducts random device inspection on merchants to ensure proper usage of device
Responsible for POS device pull-out and replacement
Collates merchant feedback and additional requirements and escalates this to the proper team to boost merchant satisfaction rate
Others may be assigned
JOB QUALIFICATION
College graduate preferably Engineering or Technical course
Minimum of 2-3 years relevant experience in the financial and/or customer service industry
Proficient in English both written and verbal communication
Has motorcycle for field work activities
SKILLS
Working knowledge of payment solutions offered locally in the Philippines
Customer service or field support experience
Good relationship management skills
Strong value on teamwork and collaboration to achieve department goals
Good analytical skills and problem-solving skills
Strategic and critical thinking skills with ability to provide alternatives on complex situations
Willing to work on weekends, holidays, and shifting schedules as needed