Job Description Summary

Post Sales support of customer issue. This can include repairs (both returns and field), technical support or a field service or other service request Owns/influences budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.

Job Description

Roles and Responsibilities

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the “level” of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
• Typically a 2nd line manager with senior professional direct reports. Has the ability to attract and developpe talent. Often manages technically the executions of various projects and propose the technical solutions and validations. Developing expertise in own function. May include roles that are experts in their discipline, providing professional or thought leadership . Influences policy and ensures delivery within area of responsibility, linking with other parts of the organization.
• Interprets internal and external business challenges and recommends best practices to improve products, processes, solutions or Services solutions. Utilizes understanding of industry trends to inform decision making process.
• Leads others to find creative solutions within complex manufacturing processes with technical variety and/or interdependent production cycles. Employs sophisticated operational/product management, manufacturing or engineering techniques. Interaction with adjacent functions needed to solve issues. Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.
• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Presents business or technical discipline solutions to leaders. Communicates complex messages and negotiates mainly internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, vendors, or customers.

 

Required Qualifications

• Bachelor’s degree in electronic/electrical engineering.
• Minimum of 10 years of working experience in HVDC, Statcom and FACTs new projects and existing installed base.
• Previous experience with Service activities
• Lead technical challenges and solutions across MEA region and bridge our global products team with local team and customers challenges
• Strong knowledge in Grid transmission equipment's.
• Strong knowledge in Synchro condenser
• Ability to understand and implement technical drawings (wiring diagram, General Arrangement, etc…).
• Strong computer skills using MS Office Software Suite
• Fluent in English.

 

Desired Characteristics

• Has the knowledge and skill to actively support an outage and be aware of where to seek answers to questions as they arise.
• Has strong experience to support the region teams/activities to solve any technical challenges
• Good fluency in Arabic and French
• Excellent written and oral communication skills, to convey technical concepts to business and technical personnel
• Ability to work under pressure; Take ownership of onsite activities
• Willing to travel, in country and worldwide, and to work over-time
• Has experienced successful installations and outages.
• Familiarity with computer network systems & switches
• Strong analytic and problem-solving skills
• Good interpersonal and organizational skills

Additional Information