CE Technical support specialist

Analysis of repair operations KPIs.
• Escalating General Technical Issue (GTI) for technical problems (IMEI writing, SW and Parts Lists issues) when needed to supplier technical team.
• Escalating product quality issues to Supplier Technical Support.
• Technical assessment for Technicians.
• Evaluating technical center technician KPIs periodically (monthly, weekly).
• Implementing operational Audits.
• Set up Monthly Technical Quizzes, implement it and feedback.
• Downloading latest technical materials and providing all service centers staff with it.
• Communicate repair instructions and precautions to concerned team members.
• Prepare and conduct technical audit.
• Support new services products launches. This includes testing new products, creating service packages, developing training materials, and assuring technical readiness.
• Ensures the implementation of Services standard operating processes across all service locations through auditing service locations, identifying Services operations challenges and reporting findings to concerned unit Manager for corrective action plan.
• Lead Weekly and Monthly assessment for technical team KPIs, highlight gaps and opportunities for improvement.
• Develop and implement vendor technical requirements for Services-Authorization & Service-Level-Agreements regulating the relation between Services and the vendors.

Language Proficiency:
Arabic - Native / Mother Tongue
English - Good

Requirements

Own a Car: Any
Have Driving License: Any

Job Skills

Technical expertise: Must possess proven seniority in services repair including: customer handling, maintenance and repair, development and implementation of KPIs.
• Must have strong skills in: Initiative Taking, Problem Solving, Communication and working effectively with others.

About The Company