Product Specialist - Riyadh, المملكة العربية السعودية - ABANA Enterprises Group Co.
وصف
Role Purpose:
Provide intensive technical and product support to Field Service, Helpdesk, Workshop, and external customers.
The Product Specialist works under the supervision of a Product Specialist Supervisor.
The Product Specialist has significant administrative responsibilities and should have a keen eye on quality to ensure that our products are supported for technical hardware & software solutions.
It is the responsibility of the product specialist team to train technicians to resolve all technical issues at customer sites.
-Duties/Core Responsibilities:
- To develop and provide a highlevel Product Knowledge and technical awareness to technicians and other staff (as needed).
- To monitor all Trouble Tickets of concerned product(s) on a daily basis and ensure that they are closed in a timely manner.
- Assist technicians if required on technical issues via phone or in person at customer sites.
- To develop, and update Troubleshooting Guides / Solution Manuals / User Manuals / Technical service manuals / Inspection checklist on respective products to technicians and ensure that all materials are provided to concerned parties.
- Escalation of potential problematic issues to suppliers / manufacturers in coordination with Product Manager and Technical Support Manager or Technical Director.
- Conduct trend analysis of productrelated issues and present to Technical Support management on a quarterly basis.
- Perform product demo and followup on the progress of product demo and report to Product Support Manager and respective Product Managers and handle product enquiries for demos.
- To survey and monitor products of ABANA competitor and update concerned persons, when required.
- To respond on an agreed timeframe to queries of customers. Must engage with Product Managers to evaluate new products and to perform quality assessment of new products and service feasibility
Requirements:
-
Education and Training:
- Graduate of Technical related educations.
Experience:
- At least 12 years' experience as Jr. Product Specialists
Skills and Attributes:
- Good communications skills.
- Ability to provide telephonic support; able to remotely diagnose and provide assistance to both internal and external customers and technician.
المزيد من الوظائف من ABANA Enterprises Group Co.
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