Customer Support Engineer

Job Description Summary

Customer Support Engineer will own the overall Customer Support process in the SABAP region engage with the clients and provide RMA support. Position is reporting to the MENAT Customer Support Leader, coordinating with Applications, Quality, Product Management and Operations teams as required to develop best practices on Customer Support to achieve strategic objectives defined for GA business to be at 100% for Customer Experience Index.

Job Description

Key Responsibilities

• EHS , ensure work is conducted in compliance with applicable regulations and encourage accurate employee safety practices
• Own RMA process in 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 resources 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 advance technical support and be a trusted advisor to customers.
• Promote Maintenance service agreements (MSA) offering in coordination with the GA Service PL, co-owning plans, and actions with the goal of expanding our 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 them with quality inputs for any future improvements in our processes, products, and solutions
• Advanced testing skills, usage of OMICRON test kit. Etc
• Good Products investigation analytical skills.

Required Qualifications:

• Bachelor Degree in Electrical/Electronic Engineering and/or minimum of 7 years experience in Protection /Control fields
• Minimum of 5 years of relevant experience in Product/Control Applications/Engineering or commissioning field
• Exposure to the Services/Aftersales activities in KSA/Bahrain/Pakistan
• Demonstrated active risk management ability and ability to collaborate cross-functionally
• Robust Microsoft Excel and PowerPoint skills with which to facilitate project tracking and communicate project status and issues
• Fluent in English, with advances 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 & drive for results
• Comprehensive knowledge of GE 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 true leader of the project and ultimate collaborative decision maker

Additional Information

Relocation Assistance Provided: No