Job Purpose:

Responsible for conducting the process of analyzing breakdowns products to identify the root causes and implement innovative solutions to deal with them and develop technical performance and training plans for technicians and service centers to contribute to providing an integrated service to the customer and achieving goals.

Job Responsibilities:

• Prepare number lists and tools and updates with local workshops, service centers and the specifications governing them to ensure the achievement of quality and security requirements for employees
• Conduct visits (service centers - customers - consumer protection committees - specifications and quality - industrial control) with the aim of achieving customer requirements and preserving the rights of the company
• Conduct field visit to factories and contacts psm team to identify the malfunctions that are being monitored
• Prepare technical bulletins and publish them on the scale of technicians and maintenance managers to see and learn about the new failures and models developed to facilitate the technicians in solving hardware failures in order to take corrective measures and follow up on their effectiveness after application to ensure customer satisfaction.
• Prepare and examines reverse nutrition reports (Market Clem & QIR) and technical problems related to new and current products and send them to the PSM team to take corrective action for products with the aim of developing the level of service/product.
• Analyze breakdowns with work orders executed through (accredited and local service centers and mobile technicians) and the reasons for replacements and periodic reporting of reverse feeding to improve production and avoid exacerbation of these failures and demand corrective action by following up with the activities concerned to achieve the required objectives.
• Create fault codes and connects them to spare parts codes and identify replacements from spare parts with heavy work and time to calculate the incentives of approved service centers and check returned spare parts to make a decision.
• Prepared the scientific material of the products from (maintenance manual - owner's guide - spare parts guide - crash codes - etc.) for use for product training and modernization of the scientific library with the aim of continuous improvement and raising the technical competence of technicians.
• Perform technical training for accredited and local centers, mobile technicians and call center to increase the efficiency of employees by informing them of all new products and current product updates.
• Work on withdrawals and replacements and makes a decision based on the technical opinion of the cases and the list of replacements to make sure that the replacement is due or not.
• Communicate with maintenance technicians in case technicians are unable to repair or take technical opinion in cases of withdrawal and replacement at customers with the aim of repairing the holidays from the first visit and raising the technical efficiency and continuous improvement to increase customer satisfaction.

Job Qualifications:

• Bachelor of electrical engineering or mechanical engineering or mechatronics engineering
• 2-4years of experience in related field
• Intermediate command of English
• Proficient with MS Office - SAP - CRM
• Capability to solve problems.
• Ability to logically analyze and troubleshoot technical issues.
• Exceptional customer service skills
• Must have proven troubleshooting and communication skills with focus on customer satisfaction and responsiveness.
• Able to perform technical analysis and provide resolutions/support in attentive and timely manner and work.