Assistant Manager, AC Technical Engineer (Arabic Speaker)

Position Summary

The successful applicant will manage pre/post sales product support for Air Conditioning Products – RAC & System AC.

Role and Responsibilities

1. Contribute to successful product launch in the market – B2C & B2B.
2. Liaise with Internal Sales team to understand product requirements, installation & propose technical solutions.
3. Monitor and report any early product quality warning and communicate with R&D to provide customer solutions.
4. Provide training and share knowledge with service partners by creating relevant content.
5. Maintain positive KPIs and analyze/report abnormalities.
6. Add value to customer’s experience through driving internal improvements in contact center and digital channels.
7. Initiate Care Packs (Maintenance Packs, Extended Warranty) sales in customer channels.
8. Detect and mitigate business risk activity and report periodically.

Product Launch

1. Perform product/service launch plan by timeline (Contents, Parts, tools, training etc.).
2. Monitor and report any potential product quality issue with systematic risk sensing and reporting.
3. Analyze defect symptoms and provide necessary solutions to customers in a timely manner.
4. Develop processes or JIGs to provide prompt technical solutions.

Technical Operation

1. Ensure healthy technical operation for RAC & System AC products.
2. Create and distribute help content to strengthen self-service for end users and advanced repair skills for Samsung engineers.
3. Prepare product training manuals and conduct on-site/online training as per the annual training calendar.
4. Analyze and solve repetitive repairs and multiple defects resulting from service failure.
5. Reduce service costs by analyzing No Part Used cases and develop improvement measures by identifying the reasons.

Skills and Qualifications

• Bachelor's degree in Mechanical/Air Conditioning Engineering.
• Arabic speaking is required.
• Must have 4-6 years of experience in Product Support/Customer Service with a reputed company in the Air Conditioning field.
• Currently working in the UAE and has existing GCC work experience.
• Excellent communication skills and the ability to work with multiple stakeholders.