Chief Technician

Merge Recruitment Agency; Jeddah; On-site; SAR 80,000 - 100,000; Full time

Job summary

Merge Recruitment Agency is seeking a Technical Center Lead in Jeddah, Saudi Arabia. The role involves operational leadership of a technical team, managing repair processes, ensuring compliance, and enhancing customer satisfaction. The ideal candidate should hold a Bachelor or Diploma in electrical/mechanical engineering, have 5 to 7 years of related experience, and be proficient in English. This position offers a chance to improve service delivery in a dynamic environment.

Qualifications

• 5 to 7 years of experience as a senior technician/supervisor in electronics or telecommunications.
• Proficient in English.
• Maximum age 40 years.

Responsibilities

• Lead the performance of the technical center team for repairs.
• Ensure compliance with service SOPs.
• Analyze process gaps and recommend corrections.
• Maintain relationships with local vendor service centers.
• Handle customer complaints to improve satisfaction.

Skills

Technical leadership

Customer service

Problem-solving

Process analysis

Inventory management

Education

Bachelor or Diploma in electrical/mechanical engineering

Job description

Responsibilities

• Operationally lead the performance of technical center team for walk‑in and in‑home repairs
• Technically lead and support the remote technical points’ technician
• Assure full compliance of the services SOPs in the technical center
• Ensure technicians handle repairs of defective items within the targeted repair time
• Analyze process gaps and recommend corrective actions
• Receive escalations; initiate necessary actions, follow‑up on each case, and close them with relevant decisions
• Ensure the repair cycle is complete to achieve targeted customer satisfaction results
• Master the distribution of repair flow among technicians by category
• Prevent accumulation of imported damaged items
• Implement and deploy support models (imports + local)
• Maintain full implementation of Service Level Agreements and positive relationships with local vendor service centers
• Run periodic inventory for items inside the technical center (for both customers and excess stock)
• Maintain open channels with sales zone supervisors to receive, analyze customer complaints and propose solutions
• Control and track spare parts requests in coordination with the spare parts coordinator
• Issue required spare parts lists of imported products to be ordered, in coordination with the spare parts coordinator and Electronics Services teams
• Prepare periodic reports for presentation to Services Management
• Ensure implementation of the 5S methodology in the workplace(s)
• Handle customer complaints and Happy Call procedures and take appropriate actions to improve continuous customer satisfaction

Qualifications

• Holding a Bachelor or Diploma degree in electrical/mechanical engineering or equivalent
• 5 to 7 years’ experience as a senior technician/supervisor in a well‑known Electronics or Telecommunication Manufacturer or Authorized Dealer
• English speaking proficiency
• Maximum age 40 years