Senior Engineer Customer Support

Job Purpose

• The Senior Engineer – Customer Support is responsible for delivering high-quality technical support and
• field service for ROV systems delivered to the Clients. The role involves system commissioning,
• troubleshooting, preventive maintenance, customer training, warranty support, and onsite operational
• assistance. The position requires close coordination with Engineering, Production, and Quality teams to
• ensure maximum system availability, customer satisfaction, and continuous product improvement.

Key Responsibilities

Customer Support & Technical Service

• Provide professional remote and onsite technical support for ROV systems, payloads, and

associated equipment.

• Lead installation, commissioning, integration, and performance validation activities at customer

sites.

• Support customer operations, onsite deployment support, sea trials, and technical

demonstrations.

• Ensure timely response and effective resolution of customer technical issues.
• Act as the primary technical interface between customers and internal engineering teams.

• Perform systematic troubleshooting of ROV electrical, electronic, mechanical, communication,

control, and software-related issues.

• Execute preventive maintenance, corrective maintenance, and breakdown repair activities.
• Analyze equipment failures, perform root cause analysis, and implement effective corrective

actions.

• Conduct functional testing, calibration, and validation of ROV systems and payloads.
• Ensure service activities are performed in accordance with company procedures and quality

standards.

Customer Training & Knowledge Transfer

• Conduct customer training programs covering ROV operation, handling, maintenance, and

troubleshooting procedures.

• Develop and deliver technical presentations, operation guidelines, and maintenance instructions.
• Provide technical guidance to customers for efficient and safe system utilization.

• Prepare detailed service reports, commissioning reports, maintenance records, and warranty

documentation.

• Maintain accurate records of customer issues, service history, and corrective actions.
• Provide field feedback and technical insights to Engineering and Product Development teams.
• Support continuous improvement initiatives based on customer feedback and field performance.

• Analyze equipment failure trends and recommend spare parts requirements.
• Support service inventory management and spare parts planning.
• Coordinate with internal teams for replacement parts, technical solutions, and product updates.

• Bachelors Degree / Diploma in Electronics, Electrical, Mechatronics, Robotics, Instrumentation, or

related engineering disciplines.

• 2–5 years of experience in customer support, field service engineering, commissioning, or

maintenance roles.

• Experience in marine technology, ROV systems, underwater robotics, automation, or industrial

equipment is preferred.

Technical Skills & Competencies

Technical Competencies

• Strong knowledge of electrical and electronic systems.
• Hands-on experience in troubleshooting power systems, control systems, sensors, actuators, and

communication networks.

• Ability to interpret electrical schematics, wiring diagrams, and technical documentation.
• Experience in system integration, testing, and commissioning.
• Knowledge of embedded systems, software interfaces, and industrial communication protocols.
• Ability to perform field diagnostics and repair activities independently.

• Strong customer focus and service-oriented approach.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to work independently in challenging field environments.
• Strong coordination and teamwork skills.
• Willingness to travel for customer support and offshore activities.