Customer Support Engineer

Overview

The Customer Support Engineer role is dedicated to managing the entire customer support operations within the SABAP region, driving engagement with clients, and overseeing RMA support activities. Reporting to the MENAT Customer Support Leader, this position collaborates cross-functionally with Applications, Quality, Product Management, and Operations teams to implement best practices aimed at achieving a flawless Customer Experience Index for the GA business.

Key Responsibilities

• Ensure Environmental, Health, and Safety (EHS) standards are met and promote precise safety practices among employees.
• Manage and take full ownership of the RMA process within the SABAP cluster.
• Operate and maintain the local KIF Repair facility efficiently.
• Work in close coordination with stakeholders across SABAP, MENAT, and Global Customer Support teams.
• Implement streamlined procedures and deploy advanced tools to optimize resource utilization and accelerate responses to customers.
• Lead efforts to enhance KPIs related to the resolution of customer requests and product repair turnaround time and quality, regardless of complexity.
• Provide advanced technical assistance and act as a trusted advisor to customers.
• Advocate for the Maintenance Service Agreements (MSA) in partnership with the GA Service Product Line, sharing ownership of plans and initiatives aimed at expanding activity across regions, market segments, and accounts.
• Deliver both internal and external reports that are timely, precise, and professional.
• Collaborate with Product Management, Technology, Global Supply Chain, and other divisions to provide quality feedback for ongoing process, product, and solution enhancements.
• Utilize advanced testing expertise, including use of OMICRON test kits.
• Conduct thorough product investigations and analysis.

Qualification Requirements

• Bachelor’s degree in Electrical or Electronic Engineering, or at least 7 years of experience in Protection/Control domains.
• At least 5 years of pertinent experience in Product/Control Applications, Engineering, or commissioning.
• Experience with service or aftersales roles within KSA, Bahrain, or Pakistan.
• Proven skills in active risk management and cross-functional collaboration.
• Strong Microsoft Excel and PowerPoint capabilities to effectively monitor projects and communicate updates and challenges.
• Proficiency in English with strong communication and interpersonal skills.
• Legal authorization to work in Saudi Arabia without the need for company sponsorship or work restrictions.

Preferred Attributes

• Growth-oriented mindset and openness to constructive feedback.
• Master’s degree in electrical or electronic sciences.
• Fluency in Arabic.
• A strong drive and urgency to achieve results.
• Deep understanding and practical usage of GE Aftersales and Applications processes and tools.
• Capability to manage customer, partner, and external relations under pressure while maintaining focus on business and project objectives.
• Influence skills to engage internal stakeholders at lateral and senior management levels to reach shared project aims.
• Ability to summarize and present key project issues to senior leadership, supported with effective visual aids.
• Skill in fostering genuine team dynamics that promote collective ownership of project targets.
• Confidence and leadership aptitude to act as the ultimate collaborative decision-maker for projects.

Additional Information

No relocation assistance is offered for this position.