About the Role
This position involves investigating technical problems and assisting service centers and dealers with repair procedures, ensuring adherence to the standards set by the company while optimizing product quality and functionality. The role plays a critical part in ensuring quality over technical issues and has an indirect impact on sales.
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Key Accountabilities
- Achieve supplier evaluation targets
- Meet product evaluation targets
- Enhance customer satisfaction
Major Activities
- Analyze and prioritize technical reports received from Service Centres; prepare field technical reports to provide feedback on unclear technical reports submitted by Service Centers.
- Audit warranty procedures and claims at the center level; suggest corrective actions in discussion with QAD management.
- Train service, sales, and parts staff on product installation, functions, and features to improve awareness of the company products.
- Assist in training production installers on product installation by confirming compliance with installation standards.
- Participate in new product conformity tests as needed; report results and follow up on improvements in weak areas.
- Visit complaining customers to verify problems and issues faced in implementation; supervise repairs.
- Submit market product reports reflecting customer requirements and comparison with competitors.
- Monitor Service Centers’ activities by supervising areas such as technical reporting, warranty business, and warranty parts storage to ensure compliance with company standards.
Financial Job Dimensions
- Degree of Supervision: Continuous supervision over daily operations
- Level of Authority: Limited authority within job scope
Job Context
The position has a direct impact on ensuring quality over technical issues through company standards and indirectly affects sales.
Framework, Boundaries & Decision Making Authority
The role involves participation in new product conformity testing.
Organizational / Functional Strategic Focus
This role is crucial for launching product installations based on established standards.
Minimum Qualifications
- Degree/Diploma in Engineering
Minimum Experience
- 4 years of experience in service warranty
Job-Specific Skills
- Strong analytical skills
- Good communication and interaction skills
- Mathematical skills
- Reasoning skills
Languages
- Proficiency in English and Arabic
Competencies
- Ensures Accountability (Individual Contributor)
- Plans & Aligns (Individual Contributor)
- Focuses on the Customer (Individual Contributor)
- Learns Through Reflection (Individual Contributor)
- Fosters Collaboration (Individual Contributor)
Why Work for Us?
With a strong presence and over 75 years of commercial success, we offer exciting employment opportunities across the Middle East, North Africa, Turkey, and beyond, from Chile to Japan, and from the UK to Australia. Our values of Respect, Innovation, a Pioneering Spirit, and Empowerment foster a culture where ideas flourish, individuals thrive, and successes are celebrated.
