Senior Support Engineer

Job Description

<p><strong>MAIN FUNCTIONS:</strong></p><ul><li>Assist Sales engineers in the sale process.</li><li>Make the product selection and prepare technical submittals</li><li>Provide technical assistance to existing clients.</li></ul><p> </p><p><strong>RESPONSIBILITIES:</strong></p><p><strong><em>Customer Relations Management</em></strong></p><ul><li>In all interactions with third parties and existing or potential customers, promotes the image of the company by demonstrating professionalism, reliability and technical knowledgeableness, and upholds the high standards of the company.</li></ul><p><br></p><p><strong><em>Pumps Sales Support</em></strong></p><ul><li>Prepare quotations based on the specifications received from the customers and applies the company’s pricing &amp; discount policy per customer and product as set by senior management under the supervision of the Sales Engineer / Pumps BU Manager.</li><li>Prepare technical submittals in coordination with BU Manager (when deemed necessary), follow up and review them as necessary until obtainment of consultants’ approval.</li><li>Follow up on the resolution of clients’ problems and complaints.</li></ul><p><br></p><p><strong><em>Technical Support</em></strong></p><ul><li>Provide technical support as needed and assist customers in calculating the appropriate sizing for their pump systems.</li><li>Provide support to installing technicians.</li><li>Perform on site assembly, when necessary.</li><li>Perform startups and commissioning tests of pumps.</li><li>Provide technical support to sales units on new products.</li></ul><p><br></p><p><strong><em>After Sales</em></strong></p><ul><li>Coordinate with maintenance and technical support team regarding claims of defect items or request for technical support to ensure all claims are answered according to company policy, and visit clients on site as requested.</li></ul><p><br></p><p><strong>AUTHORITIES:</strong></p><ul><li>This role has no authority.</li></ul><p><br></p><p><strong>QUALIFICATIONS:</strong></p><ul><li>Engineering Degree (mechanical/electro mechanical).</li></ul><p><br></p><p><strong>EXPERIENCE:</strong></p><ul><li>At least 4-6 years of experience in technical support.</li></ul><p> </p><p><strong>COMPETENCIES:</strong></p><ul><li>Knowledge of pumps industry.</li><li>Understanding of customer and market dynamics and requirements.</li><li>Ability to manage tasks and time to meet deadlines.</li><li>Problem solver.</li><li>Good negotiator.</li><li>Excellent communicator.</li><li>Accountable &amp; responsible.</li><li>Technical Skills: Computer literate including knowledge of MS Office.</li><li>Languages: Read, speak, and write Arabic and English. French is an asset.</li></ul>