The Customer Support Engineer will own the overall Customer Support process in the SABAP region, engage with clients, and provide RMA support. This position reports to the MENAT Customer Support Leader and requires coordination with Applications, Quality, Product Management, and Operations teams to develop best practices to achieve strategic objectives defined for GA business to maintain a 100% Customer Experience Index.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Responsibilities
- Ensure work is conducted in compliance with applicable regulations and encourage accurate employee safety practices.
- Own the RMA process in the SABAP cluster.
- Operate local KIF Repair facility.
- Collaborate with all stakeholders across the SABAP/MENAT and Global Customer Support teams.
- Define streamlined processes and advanced tools to maximize resource utilization and speed up customer responses.
- Lead the improvement of KPIs for customer requests resolution and product repairs time & quality (any level of complexity) as set by the business.
- Support the team in providing advanced technical support and be a trusted advisor to customers.
- Promote Maintenance service agreements (MSA) offering, coordinating with the GA Service PL, to expand activities in the regions, segments, and accounts.
- Provide both external and internal timely, accurate, professional reports.
- Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide quality inputs for future improvements in processes, products, and solutions.
- Utilize advanced testing skills and OMICRON test kit.
- Demonstrate good product investigation analytical skills.
Required Qualifications
- Bachelor Degree in Electrical/Electronic Engineering and/or a minimum of 7 years experience in Protection/Control fields.
- Minimum of 5 years relevant experience in Product/Control Applications/Engineering or commissioning field.
- Exposure to Services/Aftersales activities in KSA/Bahrain/Pakistan.
- Demonstrated active risk management ability and ability to collaborate cross-functionally.
- Robust Microsoft Excel and PowerPoint skills to facilitate project tracking and communicate project status and issues.
- Fluent in English with advanced communication soft skills.
- The legal right to work in KSA without company sponsorship or time restriction.
Desired Characteristics
- Growth mindset and ability to act on constructive criticism.
- Master’s in electrical/electronic sciences.
- Fluency in Arabic language.
- Strong sense of urgency and drive for results.
- Comprehensive knowledge of the company's Aftersales/Applications procedures and active usage of all required tools.
- Ability to manage customer, partner, and external relations under pressure while remaining mindful of business/project goals.
- Ability to influence internal stakeholders and functions laterally and upwards to achieve common project goals.
- Ability to succinctly communicate to senior leadership key project issues with appropriate visual aids.
- Ability to create genuine team dynamics and shared ownership of project goals.
- Ability to project self as a true leader of the project and ultimate collaborative decision maker.
Additional Information
Relocation Assistance Provided: No
