PURPOSE OF POSITION
Supporting the customers maintenance contracts in the region and achieve SLA targets.
KEY RESPONSIBILITIES
– Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
– Respond to technical assistance requests via logged tickets, emails, or phone.
– Research customer’s inquiries and questions using available information resources and advise customers on best practice and actions.
– Follow standard Support process and procedures.
– Collect the needed data from the customer to troubleshoot the issue.
– Diagnose remotely and provide basic troubleshooting of the issue reported.
– Properly escalate on time unresolved queries to the next level of support (RASE).
– Track, route and redirect problems to correct teams and resources.
– Manage support through 3rd parties.
– Provide updates to the customers on the progress and results of the troubleshooting.
– Utilize excellent customer service skills and exceed customers’ expectations.
– Ensure proper recording, documentation, resolution, and closure of all issues.
– Develop and grow knowledge of Remote Support procedures, products, and services.
– Monitor and report on all related Remote Support KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
– Follow-up on warranty claims raised by the customers and make sure to be reported to factories on time
– Follow-up with factories to get updates on the warranty claims and keep the customers updated
– Be responsible to prepare weekly status report for warranty claims.
– All tasks that will be assigned by Remote Automation support Manager related to the department responsibilities.
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
POSITION RELATIONSHIPS
Internal
Remote Support team, Technical Support, Projects, Sales, Factories, L4 and 3rd parties.
External
Customers, Distributors, 3rd party engineers
MEASURES OF PERFORMANCE
Leading Indicators
• Backlog – RFR – FTF
• Warranty claims on time as per each factory lead-time
Lagging Indicators
• SLA – Customer Satisfaction
• Initial responses
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/Achievements
Required
– Entry level of Engineering and/or Engineering certificate
(Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure)
Preferred
– Infield experience for remote support
Experience/Knowledge
Required
– Fresh or less than 3 years experience in Software / Hardware Help Desk support environments.
– Follow support process in multiple production environments and architecture platforms.
– Demonstrated ability to manage customers and deliver services to the SLAs
– Demonstrated ability to engage and drive 3rd parties.
– Excellent written and verbal communication in English.
Preferred
– Excellent written and verbal communication in French & Arabic languages
Specific Skills
Required
– Remote Diagnosis and problem troubleshooting.
– Incident Management.
– Problem identification
– Software and Hardware knowledge.
Preferred
– Automation
