Field Application Engineer

Getac; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading technology solutions provider is seeking an individual to provide technical expertise while supporting both pre-sales and post-sales activities. Responsibilities include managing customer technical queries, documenting technical issues, and working closely with sales teams to ensure customer satisfaction. The ideal candidate must have at least 5 years of experience in the IT sector, including diagnostics, coupled with excellent communication skills in Arabic and English. Willingness to travel is also required.

Qualifications

• 5 years general experience within the service / IT environment.
• Minimum 3 years direct experience in computer diagnostics and repair.
• Detail knowledge and understanding of PC architecture.

Responsibilities

• Provide pre-sales support to assist technical project requirements.
• Manage post-sales issue support and escalation for enterprise customers.
• Document and log all technical issues within central database.

Skills

English communication & writing

Customer management skills

Project Support skills

Analytics skills

Job description

• Early engage with potential customer to promote Getac solution.
• Responsibility to provide high level technical expertise to Getac customer and partner base whilst also supporting the Sales Team engaging directly with customers in pre-sales and post-sales environments as required.
• English communication & writing skill is a must as this role will also be working with HQ and global team

Responsibilities

• Pre Sales Support to assist technical project requirements and map out potential solutions to customer technical challenges.
• Post Sales issue support and escalation including direct ownership for technical areas raised by our enterprise customers either directly or as escalated by the Customer care group.
• Customer facing technical query management supporting regular review meeting, SLA meetings and technical escalation reviews.
• Document and log all technical issues within central database (saleforce.com/FTIE) and ensure all issues are kept up to date and produce reports as required both for internal and external audience.
• Working with sales teams to provide proactive support on products and projects to anticipate and exceed potential issues to management and Getac HQ technical teams.
• Conduct the regular product technical update and golden sample evaluation for enterprise customers

Experience Required

• 5 Years general experience within the service / IT environment
• minimum 3 years direct experience in computer diagnostics and repair
• Detail knowledge and understanding of PC architecture and willingness to adopt this knowledge to Getac’s specialized products
• Project Support skill preferable
• Language – Arabic with very good English in verbal and writing.
• Self-Motivated individual capable of working individually and within a small team
• Ability to manage multiple issues and prioritize accordingly
• Ability and willingness to travel as required by the Company
• Excellent written and spoken communication skills for both internal and external correspondence
• Customer management and communication skills especially via telephone and email
• Analytics skills and data management
• Positive hands on attitude to getting the job done
• Willingness to do what it takes to keep customer satisfied

Working Relationships

• Local and HQ Enterprise Account Team (Commercial , Technical , Project)
• European Service and Administration teams