Technical support specialist / non apple products

Merge Recruitment Agency; Dammam; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading technical service company is seeking a professional to analyze repair operations and lead technical assessments. The role requires proven experience in service repair and involves implementing quality improvements, conducting audits, and organizing training sessions. Strong communication and problem-solving skills are essential to enhance team performance and support new product launches.

Qualifications

• Proven seniority in service repair, including customer management.
• Experience in maintenance and repair management.
• KPI development and implementation.

Responsibilities

• Analyzing repair operations KPIs.
• Planning monthly and quarterly training programs to enhance technical skills.
• Leading weekly and monthly assessments of technical team KPIs.

Skills

Initiative-taking

Problem-solving

Communication

Effective teamwork

Planning

Organizing

Analytical skills

Influencing skills

Job description

Analysis of repair operations KPIs.

1. Escalating General Technical Issues (GTI) for technical problems (IMEI writing, software, and Parts Lists issues) when needed to the supplier technical team.
2. Escalating product quality issues to Supplier Technical Support.
3. Providing technical assessments for Technicians and Customer Care teams.
4. Evaluating staff KPIs periodically (monthly, weekly).
5. Implementing operational audits.
6. Setting up and maintaining ESD procedures and conducting periodic audits.
7. Establishing and delivering technical training sessions.
8. Organizing Monthly Technical Quizzes, executing them, and collecting feedback.
9. Downloading the latest technical materials and distributing them to all service center staff.
10. Communicating repair instructions and precautions to relevant team members.
11. Preparing and conducting technical audits.
12. Supporting new service product launches, including testing, creating service packages, developing training materials, and ensuring technical readiness.
13. Ensuring the implementation of Service Standard Operating Procedures across all service locations through audits, identifying operational challenges, and reporting findings for corrective actions.
14. Leading weekly and monthly assessments of technical team KPIs, identifying gaps, and recommending improvements.
15. Planning monthly and quarterly training programs to enhance team technical skills and service processes.
16. Developing and implementing vendor technical requirements for Service Authorization and Service Level Agreements to regulate relations with vendors.

Language Skills:

• Arabic - Native / Mother Tongue
• English - Very Good

Own a Car

Any

Have a Driving License

Any

Job Skills:

Technical expertise: Proven seniority in service repair, including customer management, maintenance, repair management, and KPI development and implementation.

Strong skills in initiative-taking, problem-solving, communication, and effective teamwork.

Excellent planning, organizing, analytical, and influencing skills, with strong oral and written communication abilities.

About The Company