Customers Technical Support Manager

Location: Riyadh, Riyadh, Saudi Arabia

Job ID: R0072962

Date Posted: 2025-01-20

Company Name: HITACHI ENERGY LTD

Profession (Job Category): Engineering & Science

Job Schedule: Full time

Remote: No

Job Description:

You as a Customers Technical Support Manager will be part of Hitachi Energy business based in Riyadh, Saudi Arabia. Leading customer technical support activities during tendering, execution and after sales during warranty in full coordination with the internal stakeholders (e.g. operation sales manager, supplying units, tendering manager, Market manager and FES).

Your responsibilities

• Creating, implementing, monitoring and reviewing customer technical support Strategy with respect to all Transformers supply into Saudi during sales, execution & after sales.
• The key targets are during sales, during execution and after sales.
• Supporting tendering activities as needed during technical bid preparation in coordination with tendering manager, attending site visit or site observations if requested by supplying units during tendering stage (spare transformers tenders) and pre-bid and post bid technical clarifications clearance as needed in coordination with Tendering Manager and supplying units.
• To support all technical discussion related to base design approval in coordination with Local PM and Supplying units and overseeing and creating the plans related to site supervision activities in coordination with local PM, supplying unit’s supervisors or with TRES or third-party service as needed.
• Recording NCRs or CCRP and working hand in hand with local PM and supplying units on the technical resolution.
• Promoting new technology and digital offering.
• Attending customer warranty notification and performing 1st inspection on behalf of Supplying units, creating the CCRP and supporting the RCA review in coordination with quality team and handing over the resolution implementation to PM / operation sales to take over.
• Creating new leads from site observation and assigning it to Local Service as well as promoting digital solutions when applicable.
• Abiding to all HSE rules as license to operate especially during site activities and frequent travelling activities.
• Ensuring support to the Sales organizations during the technical meetings, product presentations and negotiations with customers and providing technical support and clarification as needed.
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• A bachelor’s degree in relevant industry is required.
• Minimum 10 years required experience in the field of power transformers service, design, erection, testing and commissioning and Power transformers troubleshooting.
• Minimum 5 years in managerial role associated to Power Transformers field.
• Ability to analyze Power Transformers failures and write up comprehensive root cause analysis.
• Team-building ability & setup plans for site works associated to power transformers activities (e.g., erection, Testing and commissioning).
• Experienced in local specification of power transformers in both UT and Industry.
• Additional experience in Transformers tendering or Project Management or Product Marketing is a plus.
• Proficiency in both spoken & written English language is required.