About the Role
The position is responsible for providing technical support, training, governance, certification, and capability development to Channel Partners across the MEA region, ensuring alignment with established standards while safeguarding intellectual property.
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Key Responsibilities
- Act as the primary technical focal point for all certified Channel Partners within the assigned region.
- Provide technical support related to repair activities, refurbishment processes, assembly procedures, testing requirements, and overall service execution.
- Review and support technical requests from Channel Partners within approved authorization limits.
- Coordinate technical escalations between Channel Partners and engineering, Product Management, and Service Operations teams.
- Deliver and coordinate technical training programs for Channel Partner personnel.
- Support certification and recertification efforts for Channel Partner technicians and engineers.
- Evaluate technical competence and readiness of Channel Partner personnel.
- Conduct technical assessments and audits of Channel Partner facilities.
- Verify compliance with approved Service Operations standards, SOPs, and quality requirements.
- Assist with the onboarding of new Channel Partners and certification programs.
- Participate in capability assessments and authorization reviews of Channel Partner Service Centers.
- Support troubleshooting activities and resolution of complex technical issues.
- Provide guidance on component inspection, repairability assessments, assembly requirements, testing methods, and reporting standards.
- Aid in the implementation of new service technologies, repair methodologies, and global standards.
- Ensure proper control and distribution of technical documentation supplied to Channel Partners.
- Maintain records of technical support provided, decisions made, training completed, and certifications issued.
- Identify recurring technical issues and recommend corrective actions and improvement opportunities.
- Support Root Cause Analysis investigations involving Channel Partner activities.
- Collaborate with regional Service Operations teams to enhance Channel Partner performance and capability.
Qualifications
- Minimum of 8 years of experience in Service Operations, Field Service, Repair Operations, Engineering, or Reliability.
- Knowledge of products and services is strongly preferred.
- Strong understanding of mechanical seals, sealing systems, rotating equipment, and associated repair methodologies.
- Deep knowledge of repair, inspection, assembly, testing, and certification processes.
- Experience supporting service centers, distributors, agents, or channel partners.
- Strong troubleshooting and technical problem-solving skills.
- Familiarity with Root Cause Analysis methodologies.
- Experience conducting technical audits and assessments.
- Ability to deliver technical training and mentor personnel.
- Excellent communication and stakeholder management skills.
- Experience working across multiple countries and cultures.
- Engineering degree or equivalent technical qualification.
- Fluent in English; proficiency in Arabic, French, and/or Russian is a plus.
Additional Information
The company values diversity and inclusivity, fostering a workplace where different perspectives and backgrounds contribute to success. Employee resource groups (ERGs) are in place to promote connection and support among colleagues.
The company recognizes excellence through annual awards that celebrate extraordinary contributions within the organization.
Employees enjoy competitive compensation and benefits, along with the opportunity to contribute to a meaningful mission of engineering a better future.
Contract Type: Permanent
Grade: 10
Global Region: Middle East Africa
