Channel Partner Technical Lead, Training & Support

Smiths Group; Dammam; On-site; SAR 180,000 - 300,000; Full time

Job summary

Smiths Group via John Crane, a global leader in mission-critical flow control solutions, seeks an experienced technical senior specialist to support Channel Partners across the MEA region. You will act as the primary technical focal point, provide repair and testing support, and coordinate escalations with Engineering and Service Operations teams.

The role involves delivering technical training, certifying technicians, conducting audits, and driving capability improvements while ensuring

Qualifications

• 8+ years experience in Service Operations, Field Service, Repair Operations, Engineering, or Reliability.
• Knowledge of John Crane products and services strongly preferred.
• Strong knowledge of mechanical seals, sealing systems, rotating equipment, and associated repair methodologies.
• Deep understanding of repair, inspection, assembly, testing, and certification processes.
• Experience supporting service centers, distributors, agents, or channel partners.
• Strong troubleshooting and technical problem-solving capabilities.
• Experience in Root Cause Analysis methodologies.
• Experience conducting technical audits and assessments.
• Ability to deliver technical training and mentor personnel.
• Strong communication and stakeholder management skills.
• Experience working across multiple countries and cultures.
• Engineering Degree or equivalent technical qualification.
• Fluent English required; Arabic, French and/or Russian is an advantage

Responsibilities

• Act as the primary technical focal point for all certified Channel Partners within the assigned region.
• Provide technical support related to repair activities, refurbishment processes, assembly procedures, testing requirements, and service execution.
• Review and support technical requests from Channel Partners within approved authorization limits.
• Coordinate technical escalations between Channel Partners and John Crane Engineering, Product Management, and Service Operations teams.
• Deliver and coordinate technical training programs for Channel Partner personnel.
• Support certification and recertification of Channel Partner technicians and engineers.
• Evaluate technical competence and readiness of Channel Partner personnel.
• Perform technical assessments and audits of Channel Partner facilities.
• Verify compliance with approved Service Operations standards, SOPs, and quality requirements.
• Support onboarding of new Channel Partners and certification programs.
• Participate in capability assessments and authorization reviews of Channel Partner Service Centers.
• Support repair troubleshooting activities and resolution of complex technical issues.
• Provide guidance on component inspection, repairability assessments, assembly requirements, testing methods, and reporting standards.
• Support implementation of new service technologies, repair methodologies, and global standards.
• Ensure proper control and distribution of technical documentation provided to Channel Partners.
• Maintain records of technical support provided, decisions made, training completed, and certifications issued.
• Identify recurring technical issues and recommend corrective actions and improvement opportunities.
• Support Root Cause Analysis investigations involving Channel Partner activities.
• Collaborate with regional Service Operations teams to improve Channel Partner performance and capability.

Education

Engineering Degree or equivalent technical qualification

Job description

Smiths Group via John Crane, a global leader in mission-critical flow control solutions, seeks an experienced technical senior specialist to support Channel Partners across the MEA region. You will act as the primary technical focal point, provide repair and testing support, and coordinate escalations with Engineering and Service Operations teams.

The role involves delivering technical training, certifying technicians, conducting audits, and driving capability improvements while ensuring