Field Service Technician at Gap Recruitment Services Limited

Job Purpose:

The Field Service Technician will be responsible for the installation, testing, commissioning, and after-sales support of electronic security systems, including Access Control, CCTV, and Fire Alarms. The role requires a detail-oriented, self-driven individual with strong technical skills and a passion for excellent client service.

Key Responsibilities:

System Installation & Commissioning:

• Perform end-to-end installation, testing, and commissioning of access control systems at various client locations.
• Install and maintain other security systems including CCTV and fire alarm systems.
• Enroll users on access control systems and train managers on reporting and basic troubleshooting.

After-Sales Support & Maintenance:

• Provide technical support and troubleshooting services to clients post-installation.
• Conduct routine maintenance, part replacements, and recommend system upgrades where necessary.
• Prepare accurate job cards and escalate issues as needed.
• Generate daily, weekly, and monthly reports on maintenance and support activities.

Client Relationship Management:

• Build and maintain strong client relationships through professional and timely communication.
• Ensure clients are adequately trained on the use of installed systems.
• Attend client support meetings and represent the technical team as needed.
• Respond to and resolve client complaints in a timely and professional manner.

Team Leadership & Collaboration:

• Lead, develop, and motivate a team of junior service technicians.
• Support the team to ensure adherence to technical best practices and safety standards.
• Collaborate with internal departments to ensure proper stocking of frequently used parts.
• Recommend improvements and contribute to process efficiency.

Performance Monitoring & Reporting:

• Manage After Sales Service KPIs such as call turnaround time, first-time fix rate, cost, and technician productivity.
• Analyze support trends and raise quotations for parts or service approvals.
• Maintain accurate documentation and service logs for all assigned tasks.

Qualifications & Skills

• Diploma or Degree in Electrical Engineering, Electronics, or a related field.
• Minimum of 3 years experience as an ELV Technician.
• Hands-on experience with Access Control Systems; experience with Suprema is a strong advantage.
• Solid knowledge of security technologies including CCTV, fire alarms, and other ELV systems.
• Proficient in MS Word, Excel, and PowerPoint.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Self-motivated and able to work independently or with minimal supervision.
• Proven ability to lead and support technical teams effectively.
• Strong organizational and time management abilities.