Job Description: Engineering Assistant (Tech Support) Team Member

Job Summary

The Engineering Assistant (Tech Support) Team Member is responsible for reviewing, validating, and closing service work orders submitted by field technicians. This role ensures all customer and internal documentation requirements are met, deliverables are submitted, and discrepancies are addressed in a timely manner. The ideal candidate has strong attention to detail, experience with technical documentation, and excellent communication skills to interact with field teams and internal departments.

Key Responsibilities

• Review service reports and work orders for completeness and accuracy.

• Verify all required deliverables (photos, forms, site data) are submitted by field technicians.

• Contact technicians and regional managers to follow up on missing or incorrect documentation.

• Update work order statuses and internal tracking systems (e.g., In Site, Salesforce).

• Ensure service reports and documentation are uploaded to the correct Share Point or customer portals.

• Communicate technical discrepancies, missing scope, or errors to appropriate leads for resolution.

• Assist in QA/QC efforts by auditing previously closed work orders for quality assurance.

• Follow internal SOPs for review, closure, and escalation processes.

• Collaborate with U.S. Tech Support Heads and PSG teams across different shifts to maintain coverage.

• Provide feedback and recommendations to improve review and documentation workflows.

Qualifications

• Proficiency with MS Office (especially Excel), Share Point, and cloud-based work order systems. Salesforce experience will be an added advantage.

• Bachelor’s degree in engineering.

• Ability to read and interpret service documentation, scope of work (SOW), and customer requirements.

• Strong written and verbal communication skills.

• Detail-oriented and process-driven mindset.

• Ability to multitask and meet tight deadlines in a fast-paced environment.

• This is 24 X 7 process with rotational shifts, including early morning, afternoon, and night shifts.

• Two consecutive weekly offs will be assigned based on business requirements.