Customer Support Engineer📣 Job Ad

About the Role

GE Vernova is seeking a Customer Support Engineer to join its team in Al Khobar, Eastern region. This full-time position is responsible for managing the overall Customer Support process within the SABAP region, focusing on client engagement and providing comprehensive Return Merchandise Authorization (RMA) support. The role aims to achieve strategic objectives for the GA business, with a target of 100% Customer Experience Index.

Core Responsibilities

• Ensure all work is conducted in compliance with applicable EHS regulations and promote accurate employee safety practices.
• Own and manage the RMA process within the SABAP cluster.
• Operate and maintain the local KIF Repair facility.
• Provide timely, accurate, and professional reports, both externally to clients and internally to stakeholders.

Process Optimization and Collaboration

• Collaborate with stakeholders across the SABAP, MENAT, and Global Customer Support teams.
• Define streamlined processes and implement advanced tools to maximize resource utilization and accelerate customer response times.
• Lead the improvement of Key Performance Indicators (KPIs) for customer request resolution and product repair time and quality, regardless of complexity, as defined by the business.
• Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide quality inputs for future improvements in processes, products, and solutions.

Technical Support and Customer Engagement

• Support the team in providing advanced technical support and act as a trusted advisor to customers.
• Promote Maintenance Service Agreements (MSA) offerings in coordination with the GA Service Product Line, co-owning plans and actions to expand activities across regions, segments, and accounts.
• Utilize advanced testing skills, including the usage of OMICRON test kits.
• Apply strong product investigation analytical skills to diagnose and resolve issues.

Required Experience

Candidates for this position should possess 5 to 10 years of relevant experience in customer support, technical service, or a related engineering field.

Reporting Structure

The Customer Support Engineer reports directly to the MENAT Customer Support Leader, ensuring alignment with regional and global customer support strategies and best practices.