Customer Support Engineer

Role Overview

Customer Support Engineer at GE VERNOVA, SABAP region. Reports to the MENAT Customer Support Leader.

Role Purpose

Own the overall customer support process in the SABAP region, engage with clients, and provide RMA support to achieve 100% Customer Experience Index for GA business.

Key Responsibilities

Customer Support Operations

• Own RMA process in SABAP cluster.
• Operate local KIF Repair facility.
• Lead the improvement of KPIs for customer requests resolution and product repairs time and quality at any level of complexity as set by the business.
• Define streamlined processes and advanced tools to maximize resources utilization and speed up customer responses.

Stakeholder Collaboration

• Collaborate with all stakeholders across SABAP, MENAT, and Global Customer Support teams.
• Support the team in providing advance technical support and be a trusted advisor to customers.
• Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide quality inputs for future improvements in processes, products, and solutions.

Service Growth & Promotion

• Promote Maintenance Service Agreements (MSA) offering in coordination with GA Service PL, co-owning plans and actions with the goal of expanding activities in the regions, segments, and accounts.

Reporting & Communication

• Provide both external and internal timely, accurate, professional reports.

Compliance & Safety

• Ensure work is conducted in compliance with applicable regulations and encourage accurate employee safety practices under EHS standards.

Technical Expertise

• Demonstrate advanced testing skills and usage of OMICRON test kit.
• Apply good products investigation and analytical skills.

Qualifications & Experience

• Bachelor Degree in Electrical or Electronic Engineering and/or minimum 7 years experience in Protection or Control fields.
• Minimum 5 years of relevant experience in Product or Control Applications, Engineering, or commissioning field.
• Exposure to Services or Aftersales activities in KSA, Bahrain, or Pakistan.
• Legal right to work in KSA without company sponsorship or time restriction.

Skills & Competencies

• Demonstrated active risk management ability and ability to collaborate cross-functionally.
• Robust Microsoft Excel and PowerPoint skills to facilitate project tracking and communicate project status and issues.
• Fluent in English with advanced communication soft skills.
• Growth mindset and ability to act on constructive criticism.
• Strong sense of urgency and drive for results.
• Ability to manage customer, partner, and external relations under pressure while remaining mindful of business and project goals.
• Ability to influence internal stakeholders and functions laterally and upwards to achieve common project goals.
• Ability to succinctly communicate to senior leadership key project issues with appropriate visual aids.
• Ability to create genuine team dynamics and shared ownership of project goals.
• Ability to project self as true leader of the project and ultimate collaborative decision maker.

Additional Information

• Master's in Electrical or Electronic Sciences (desired).
• Fluency in Arabic language (desired).
• Comprehensive knowledge of GE Aftersales and Applications procedures and active usage of all required tools (desired).
• Relocation Assistance Provided: No.