CE Chief technician - رئيس القسم الفني

Merge Recruitment Agency; Dammam; On-site; SAR 80,000 - 120,000; Full time

Job summary

Merge Recruitment Agency seeks a senior services repair professional to lead KPI-driven performance across repair operations. The role emphasizes escalation of technical issues to suppliers and ensuring repair standards are met at service centers.

The candidate will assess technicians, implement audits, and drive improvements in service readiness for new product launches, with strong emphasis on teamwork and customer support.

Qualifications

• Experience in services repair with KPI development and implementation.
• Strong customer handling, maintenance and repair capabilities.
• Proven initiative, problem solving and communication skills.

Responsibilities

• Escalate GTI and product quality issues to supplier technical team.
• Conduct technical assessments for technicians and audits of operations.
• Develop and implement KPI-based performance monitoring for the technical team.

Skills

KPI development

Customer handling

Maintenance and repair

Initiative taking

Problem solving

Communication

Teamwork

Job description

Analysis of repair operations KPIs.

• Escalating General Technical Issue (GTI) for technical problems (IMEI writing, SW and Parts Lists issues) when needed to supplier technical team.
• Escalating product quality issues to Supplier Technical Support.
• Technical assessment for Technicians.
• Evaluating technical center technician KPIs periodically (monthly, weekly).
• Implementing operational Audits.
• Set up Monthly Technical Quizzes, implement it and feedback.
• Downloading latest technical materials and providing all service centers staff with it.
• Communicate repair instructions and precautions to concerned team members.
• Prepare and conduct technical audit.
• Support new services products launches. This include testing new products, creating service packages, develop training materials, and assure technical readiness.
• Ensures the implementation of Services standard operating processes across all service locations through auditing service locations, Identify Services operations challenges and reporting findings to concerned unit Manager for corrective action plan.
• Lead Weekly and Monthly assessment for technical team KPIs, highlight gaps and opportunities for improvement.
• Develop and implement vendor technical requirements for Services-Authorization & Service-Level-Agreements regulating the relation between Services and the vendors.

Arabic - Native / Mother Tongue
English - Good

Own a Car

Any

Have Driving License

Any

Job Skills

Technical expertise: Must possess proven seniority in services repair including: customer handling, maintenance and repair, development and implementation of KPIs

• Must have strong skills in: Initiative Taking, Problem Solving, Communication and working effectively with others

About The Company