Customer Support Engineer

About the role

The Customer Support Engineer owns the overall Customer Support process in the SABAP region, engaging with clients and providing RMA support. The position reports to the MENAT Customer Support Leader and coordinates with Applications, Quality, Product Management and Operations teams to develop best practices and improve the Customer Experience Index.

Key responsibilities

• Ensure work complies with applicable regulations and encourage accurate employee safety practices.
• Own the RMA process in the SABAP cluster and operate the local KIF repair facility.
• Collaborate with SABAP/MENAT and global Customer Support teams, and define streamlined processes and tools to speed up customer responses.
• Improve KPIs for request resolution and product repair time and quality, and lead the team's advanced technical support as a trusted advisor to customers.
• Promote maintenance service agreements (MSA) in coordination with the GA Service PL, and expand activities across regions, segments and accounts.
• Provide timely, accurate external and internal reports, and give quality inputs to Product Management, Technology, Global Supply Chain and other divisions.
• Use advanced testing skills with the OMICRON test kit and strong product investigation analysis.

Required profile

• Bachelor's degree in Electrical/Electronic Engineering, or at least 7 years of experience in protection/control fields.
• At least 5 years of relevant experience in product/control applications, engineering or commissioning.
• Exposure to after-sales services in KSA, Bahrain or Pakistan.
• Active risk management and cross-functional collaboration.
• Legal right to work in KSA without company sponsorship or time restriction.
• Fluent English; Arabic fluency is desired.

Required skills

• Microsoft Excel and PowerPoint.
• OMICRON test kit.
• Knowledge of GE aftersales/applications procedures and tools.