Customer Support Engineer (SABAP Region)

About the role

The Customer Support Engineer will own the end‑to‑end support process for the SABAP region, engaging directly with clients and managing Return Merchandise Authorisation (RMA) activities. Reporting to the MENAT Customer Support Leader, the role collaborates with Applications, Quality, Product Management and Operations to drive best practices and achieve a 100% Customer Experience Index.

Key responsibilities

• Ensure compliance with EHS regulations and promote safe work practices.
• Own and manage the RMA process across the SABAP cluster.
• Operate the local KIF repair facility and coordinate with global support teams.
• Define streamlined processes and implement advanced tools to improve resource utilisation and response speed.
• Lead KPI improvement for request resolution and product repair quality.
• Provide advanced technical support and act as a trusted advisor to customers.
• Promote Maintenance Service Agreements in partnership with the GA Service PL.
• Prepare accurate internal and external reports and collaborate with product and supply‑chain functions for continuous improvement.

Required profile

• Bachelor’s degree in Electrical/Electronic Engineering.
• Minimum 7 years experience in protection/control fields and at least 5 years in product/application engineering or commissioning.
• Experience with after‑sales services in KSA, Bahrain or Pakistan.
• Strong risk‑management and cross‑functional collaboration abilities.
• Fluent English with excellent communication skills; legal right to work in KSA without sponsorship.

Required skills

• Advanced testing using OMICRON test kits.
• Proficient use of Microsoft Excel for data analysis.
• Proficient use of Microsoft PowerPoint for reporting.