Customers Technical Support Manager

You, as a Customers Technical Support Manager, will be part of the company business based in Riyadh, Saudi Arabia. You will lead customer technical support activities during tendering, execution, and after-sales during warranty in full coordination with internal stakeholders (e.g., operation sales manager, supplying units, tendering manager, market manager, and FES).

Responsibilities:

• Create, implement, monitor, and review customer technical support strategy concerning all Transformers supply into Saudi Arabia during sales, execution, and after-sales.
• Support tendering activities as needed during technical bid preparation in coordination with the tendering manager; attend site visits or site observations if requested by supplying units during the tendering stage.
• Support all technical discussions related to base design approval in coordination with Local PM and supplying units, overseeing and creating plans related to site supervision activities.
• Record NCRs or CCRP and work collaboratively with local PM and supplying units on technical resolutions.
• Promote new technology and digital offerings.
• Attend customer warranty notifications and perform the first inspection on behalf of supplying units; create the CCRP and support the RCA review in coordination with the quality team.
• Generate new leads from site observations and assign them to Local Service, promoting digital solutions when applicable.
• Abide by all HSE rules as part of the license to operate, especially during site activities and frequent travel.
• Ensure support to the Sales organization during technical meetings, product presentations, and negotiations with customers, providing technical support and clarification as needed.
• Embrace the company’s core values of safety and integrity, which means taking responsibility for your actions while caring for your colleagues and the business.

Background:

• Bachelor's degree in a relevant industry is required.
• Minimum of 10 years of experience in the field of power transformers service, design, erection, testing, commissioning, and troubleshooting.
• Minimum of 5 years in a managerial role associated with the Power Transformers field.
• Ability to analyze Power Transformer failures and produce comprehensive root cause analyses.
• Team-building skills with the ability to create plans for site works associated with power transformer activities.
• Experience with local specifications of power transformers in both Utility and Industry.
• Additional experience in Transformers tendering, Project Management, or Product Marketing is a plus.
• Proficiency in both spoken and written English is required.