Service Engineer

Company Description

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 Description

JOB SUMMARY

We are seeking an experienced and technically proficient Service 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

Qualifications

Education

Bachelor's degree or Diploma in Electronics Engineering, Computer Engineering, IT, or a related technical field

OEM certifications from Fujifilm, Kyocera, HP, Xerox, Ricoh, Konica Minolta, or Canon are strongly preferred

Additional Information

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