Assistant Manager, AC Technical Engineer (Arabic Speaker)

The successful applicant will manage pre / post sales product support for Air Conditioning Products – RAC & System AC.

Role and Responsibilities

• Contribute to successful product launch in the market – B2C & B2B.
• Liaise with Internal Sales team to understand product requirements, installation & propose technical solutions.
• Monitor / Reporting any early product quality warning and communicate with R&D to give customer solutions.
• Provide training and share “know how” to service partners by creating relevant content.
• Maintain positive KPIs and analyze / report abnormalities.
• Add value to customer’s experience through driving internal improvements in contact center, digital channels.
• Initiate Care Packs (Maintenance Packs, Extended Warranty) sales in customer channels.
• Detect / Mitigate business risk activity and report periodically.

Product Launch

• Perform product / service launch plan by timeline (Contents, Parts, tools, training etc.).
• Monitor / Report any potential product quality issue with systematic risk sensing and reporting.
• Analyze defect symptom & provide necessary solutions to customers on timely manner.
• Develop process or JIGs to provide prompt technical solution.

Technical Operation

• Ensure healthy technical operation for RAC & System AC products.
• Create / distribute help contents to strengthen self-service for end users and advanced repair skills for Samsung engineers.
• Prepare product training manuals & Conduct On site / Online training as per annual training calendar.
• Analyze and solve repetitive repairs and multiple defects resulted from service failure.
• Reduce service costs by analyzing No Part Used cases and develop an improvement measure by finding the reason.

Skills and Qualifications

• Bachelor degree in Mechanical / Air Conditioning Engineering.
• Arabic speaking is required.
• Must have 4 - 6 years of experience in Product Support / Customer Service with a reputed Company in Air Conditioning field.
• Currently working in the UAE and has existing GCC work experience.
• Excellent communications skills and the ability to work with multiple stakeholders.