Technical Support and Install Base Analyst

Job Description

You as a Technical Support and Install Base Analyst will be part of Hitachi Energy business based in Riyadh, Saudi Arabia. You will be delivering solutions across the power value chain. Including system solutions for power generation, transmission technologies, substations and distribution technologies for network management.<p><br></p><strong>Your Responsibilities</strong><p><br></p><ul><li>Triage technical support cases that are registered to the COC in Saudi Arabia and ensure they are properly assigned to appropriate resources.</li><li>Monitoring the performance of the technical support queue and perform escalation and follow-up when case resolution metrics are exceeded according to agreed KPIs and the requirements specified in customer Service Level</li><li>Agreements Leading customer feedback sessions and support sales activities that promote Hitachi Energy’s service offering for Grid Automation Being responsible for the accuracy of Grid Automation asset information.</li><li>Build appropriate processes and maintain databases to ensure customer asset information is kept up to date.</li><li>Analyzing data and prepare reports which allow customers to perform risk-based asset condition and cybersecurity vulnerability monitoring.</li><li>Ensuring asset data is handed over to the Service Organization after project energization.</li><li>Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.</li></ul><p><br></p><strong>Your Background</strong><p><br></p><ul><li>A bachelor’s degree in engineering. Experience with case management tools (Salesforce), asset management systems and Power BI an advantage.</li><li>Technical knowledge of Power Grid Automation products and systems.</li><li>Analytical, technical thinking with a focus on detail and willingness to take ownership when solving complex issues and ability to travel up-to 20%.</li><li>Proficiency in both spoken &amp; written English language is required, Arabic is a plus.</li></ul><p><br></p>Basic Info Location Dammam, Eastern Region, Saudi Arabia Job type Full time Experience Experienced Job function IT, Telecom &amp; Internet Contract Regular Publication date 2023-06-30 Reference number SA54194387