Lead 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.

System Troubleshooting & Maintenance

• 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.

Service Documentation & Reporting

• 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.

Spare Parts & Service Coordination

• 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.

Required Qualifications & Experience :

• Bachelor’s 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.

Behavioural Competencies:

• 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.