Senior Officer -Field Support

Job Code: JPC - 5620

Role Title: Senior Officer – Field Support

Location: Abu Dhabi

Job Purpose

The Senior Officer – Field Support is responsible for conducting on-site quality assurance (QA) of registered building information, validating updates, coordinating with clients, and supporting field technicians and inspection teams. The role includes assisting customers with the company registration, payments, snag rectification, and installation compliance. This position ensures customer satisfaction, regulatory adherence, and efficient back-office coordination through real-time reporting and updates.

Key Responsibilities

• Visit assigned buildings to verify and validate registered information.
• Identify and report updates or changes in site details to the back-office team.
• Document and maintain accurate records of site visits and findings.
• Meet clients on-site to explain the company requirements and assist with registration and payment completion.
• Support clients in meeting compliance and installation requirements.
• Address client concerns, provide guidance, and ensure timely snag resolutions.
• Ensure customer satisfaction by providing a smooth service experience.
• Coordinate site visits with field technicians, building owners, facility managers, and tenants.
• Participate in inspections and maintenance activities to assess compliance with the company requirements.
• Identify and escalate compliance gaps, risks, or unresolved issues to management.
• Provide timely feedback to the back office regarding site conditions and installation progress.
• Educate customers on compliance benefits and address objections.
• Ensure adherence to SLAs, SOPs, and policies.
• Support supervisors in daily call center operations when required.
• Work flexible hours based on client availability.
• Perform tasks assigned by the Project Manager.
• Ensure compliance with company policies, confidentiality rules, information security, and cybersecurity protocols.
  
  

Qualifications

• Bachelor’s degree or diploma in a relevant discipline.
• Arabic Speaker (mandatory)
• Valid UAE driving license.
• Strong computer literacy and proficiency in MS Office.
• Understanding of fire safety systems, fire alarm installations, maintenance, and connectivity.
  
  

Experience

• Minimum 5 years of experience in field support, customer service, helpdesk, or call center operations.
• Experience handling escalated cases and managing on-site client interactions.
• Experience in reporting procedures and documentation.