Regional Product Support Engineer - Network and Systems

Regional Product Support Engineer - Network and Systems

Introduction
Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Industrial sector to hire a Regional Product Support Engineer – Farm Management & Network. This opportunity is based in Klang, Malaysia.

Position Overview
This role is responsible for providing advanced, escalation-level technical support across farm management and network systems, ensuring reliable deployment, compliance, and continuous improvement of engineering solutions. It plays a critical part in strengthening regional technical standards and driving product reliability across country operations.

Key Responsibilities

Advanced Technical Support (Escalation-Level)

• Resolve complex hardware, software, connectivity, and system-level issues escalated by country Service teams.
• Troubleshoot advanced farm network setups (LAN, Wi-Fi, gateways, routers, long range links, interference).
• Lead root cause investigations and coordinate corrective actions with Global/Asia Engineering and suppliers.
• Support key deployments, pilots, and go-live validation when engineering-level expertise is required.

System Deployment & Engineering Quality

• Ensure new systems are installed, configured, and commissioned according to engineering requirements.
• Validate installations performed by country Service teams and correct technical gaps where needed.
• Ensure stable, secure communication between on-farm devices, gateways, and cloud platforms.
• Oversee system testing, performance verification, and technical acceptance at critical sites.

Regional Standards & Compliance

• Develop and maintain regional standards for installation, commissioning, troubleshooting, and network design.
• Train and guide country Service teams to ensure consistent implementation of standards.
• Conduct technical audits and reviews to verify compliance and identify areas for improvement.
• Maintain engineering documentation, procedures, checklists, and training materials.

Solution Design & Sales Engineering Support

• Support Sales and quotation teams with technical feasibility assessments and solution design, especially for non-standard or custom configurations.
• Recommend system architectures, network designs, and equipment configurations tailored to unique farm layouts or operational needs.
• Ensure proposed solutions are technically sound, deployable, and aligned with long-term system reliability.
• Clarify technical assumptions and engineering scope for Sales during pre-sales and proposal development.

Product Improvement & Cross-Team Collaboration

• Gather structured feedback from farmers, country Service teams, and Sales to identify product issues or enhancement opportunities.
• Participate in testing and validating new firmware, software, or hardware updates before regional rollout.
• Share recurring issues and regional technical insights with Global/Asia Engineering and suppliers.
• Facilitate cross-country knowledge transfer and best practice sharing.

Key Requirements

Qualifications & Experience

• Bachelor's degree in Engineering, IT, Mechatronics, or a related technical field.
• 3+ years of experience in technical support, system integration, or product engineering roles.
• Experience with agricultural technology, industrial automation, or IoT systems preferred.
• Regional or multi-country support experience is an advantage.

Technical / Functional Expertise

• Strong expertise in troubleshooting complex hardware–software systems and IoT devices.
• Proficiency in farm network infrastructure, including LAN, Wi-Fi, routers, switches, gateways, and connectivity optimisation.
• Ability to design and validate network architecture for large or challenging farm environments.
• Hands-on experience with sensors, controllers, gateways, and farm management platforms.
• Understanding of cloud-based systems, data communication, and device-to-cloud integrations.

Soft Skills & Leadership Competencies

• Willingness to travel to farms and country offices for support, audits, and training.
• Ability to work in challenging field environments and adapt solutions to real farm conditions.
• Carry out any other duties as and when instructed by Management.