Customer Support Engineer

6 months ago

مصر, Egypt Eaton Full time

For our Electrical Sales team in Cairo, we are looking for a new colleague who comes with an Engineering background, who enjoys working with Customers, has analytical mindset, solid communication, prioritization and organization skills.

The role is reporting into our Regional Manager for the Middle East region.

In this role, you will be working closely with our Team and Customers in both Egypt and the entire Middle East Electrical Sector Sales Organizations and Customers.

The product line is focused on Power Quality, Power Management Control Components and Critical Systems for clients with Energy, residential, retail, commercial buildings & infrastructure. Our offerings, such as energy storage, microgrids and green switchgear are helping transition to the desired energy future in the Middle East.

The role is based on site, in our office in Cairo.

**Role responsibilities**:

- Maintain and optimize customer claim resolution time by involving stakeholders at the supply and demand site
- Act as owner of the claim trackers and reports quality and claim dashboard on monthly basis
- Register, review and manage customer claims of Eaton products and systems such as Power Distribution, Medium Voltage - Bussmann series, Ulusoy Product Families (logistics, commercial and defect) and Power Quality (logistics and commercial).
- Participate in the technical evaluation discussion to make appropriate decision - to either replace or reject
- Arrange regular calls with high priority customers/projects
- Handle after sales requests such as repair of out of warranty units
- Set the priorities with suppliers to deliver the replacement material at the earliest possible
- Act as focal point of contact with the customer to resolve the claims and dispute at the best Eaton interest and customer satisfaction
- Report the related quality metric on monthly basis, claim numbers
- Look after the replacement deliveries in line with full value chain; order handling, release order in SAP, coordinate logistics until material delivered to the customers and update customer accordingly
- Review of the registered claims - documentation, warranty, reports.
- Register the claim with concerned party - Eaton plants, 3rd part suppliers, insurance provider, logistics providers, internal teams such as logistics, project management, order management, pricing, product management, warehouse
- Liaise between plants, suppliers, technical teams and customers to close the claim
- Book and execute replacement orders
- Prepare the dashboards for quality slide
- Coordination of defective units to the plant for analysis
- Attend internal meeting and business review and suggest actions in line with business focus and strategy
- Act as agent of the sales team to satisfy the customers in line with the agreed sales T&Cs
- Participate in the time optimization projects to improve the claim closure time
- Negotiate with customer to shorten the delivery time of defective items for root cause analysis
- Follow up with respective teams in plant for root cause analysis reports

**Qualifications**:

- A minimum of 3 years of applied experience in a role managing aftersales customer inquiries (both commercial & technical)
- An engineering education and background -such as Electrical or Mechanical - is required for the role, due to the product line complexity
- ERP skills - Material Management is required
- Expertise with Order management and order execution
- Proficient with Microsoft Office suite
- Very good with Communication skills, ability to coordinate with different stakeholders, analysis and problem solving
- Leadership - ability to inspire communicate effectively and coordinate without direct authority
- Fluent with English and Arabic languages

**What we offer**
- Competitive compensation and benefits package
- Challenging projects in dynamic collaborative team
- Flexible working solutions (remote, flexible working hours, compressed week, part time etc.)
- We make your aspirations matter - Eaton encourages internal promotion, whenever possible
- We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
- We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.
- We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gen

  • Customer Support Engineer

    6 months ago

    مصر, Egypt FlairsTech Full time

    Details Required Experience 3 years Department R&D Career Level Position Location maadi **Skills**: - Linux Dockers Requirements and responsibilities Skills required: Linux Docker Databases skills Working on monitoring Ccna N+ Support engineer JD: Implementation and support engineer will own end to end customer communication for customer deployments and...

  • Desktop Support Engineer

    6 months ago

    مصر, Egypt Informa Global Support Full time

    Company Description At Informa Global Support, we’re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We’re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we’re here to...

  • Customer Service Executive

    7 months ago

    مصر, Egypt Sirius Support Full time

    **Who We Are** Sirius Support is a fully-remote outsourcing organisation that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Building Sirius Support has allowed a lifelong dream to...

  • Customer Support Engineer

    6 months ago

    مصر, Egypt RSA Full time

    **About Outseer** **What you’ll achieve**: Our Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products. Outseer products are comprehensive risk-based authentication and fraud detection platforms that take a risk-based approach to enable strong, multifactor authentication using...

  • Senior Customer Support Engineer

    6 months ago

    مصر, Egypt RSA Full time

    **About Outseer** **What you’ll achieve**: Our Senior Customer Support Engineer will provide remote technical customer support for Outseer Fraud Manager and Outseer 3D-Secure products, as well as support and guide junior support engineers as the shift lead. Outseer products are comprehensive risk-based authentication and fraud detection platforms that...

  • Support Engineer

    6 months ago

    مصر, Egypt Ericsson Full time

    **Our Exciting Opportunity** We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks. The Support Engineer...

  • Customer Support Specialist

    6 months ago

    مصر, Egypt CEQUENS Full time

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. **Responsibilities**: - Act as Single Point of Contact...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt FlairsTech Full time

    Details Required Experience 4 Department R&D Career Level Position Location maadi **Skills**: - Networks troubleshooting Technical Support customer service Excellent English Requirements and responsibilities Skills required: Linux Docker Databases skills Working on monitoring Ccna N+ Support engineer JD: Implementation and support engineer will own end...

  • Charging Support Engineer

    6 months ago

    مصر, Egypt Ericsson Full time

    **Join our Team**: **Our Exciting Opportunity** We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks. -...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt Rabie Al-Takyeef Factory Full time

    **Mechanical Engineer - Technical Support (Alexandria or Cairo)** We are a ducting-system-manufacturing company seeking a highly motivated and results-oriented **Mechanical Engineer** to join our growing team in **Alexandria or Cairo, Egypt**. In this role, you will provide technical support to our customers, design customized products, submit various...

  • Customer Support

    7 months ago

    مصر, Egypt iSchool Full time

    iSchool, a leading e-learning company specializing in coding and artificial intelligence education for students aged 6 to 18, is currently seeking a dedicated and knowledgeable Customer Support representative to join our team. As a Customer Support representative, you will play a crucial role in providing exceptional service to our students, parents, and...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt Uqudo Full time

    **Title**: Technical Support Engineer **Function**:Technology **Location**: Remote **Job Type**: Permanent/Full time **Company Overview**: In a world increasingly reliant on digital interactions, trust is the foundation upon which meaningful business relationships are built. As online transactions continue to surge at an unprecedented pace, Uqudo stands...

  • Customer Support Engineer

    6 months ago

    مصر, Egypt Eaton Full time

    For our Electrical Sector team in Cairo, we are looking for a motivated and enthusiastic new colleague who comes with an Engineering background, enjoys working with customers, and has analytical mindset, solid communication, prioritization, and organization skills. Based in Egypt, Cairo, the role is reporting into our Regional QESH Manager for the Middle...

  • Support Engineer

    7 months ago

    مصر, Egypt OneCard Full time

    Duties: Independently identify problems within our software based on customers reported inquiries Troubleshoot, analyze, create workarounds to achieve high levels of customer satisfaction and success. Make use of administrative tools to respond to customers operational requests and inquiries. Document previous issues resolutions to aid in maintenance of...

  • Software Technical Support Engineer

    6 months ago

    مصر, Egypt BlackStone eIT Full time

    BlackStone eIT is a reputable and innovative software company, and we are currently seeking a talented and enthusiastic Software Technical Support Engineer to join our team. As a Software Technical Support Engineer, you will be responsible for providing technical support to our clients and ensuring their satisfaction with our software...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt Webhelp Full time

    **Customer Service/Support** **Location** - Cairo, Egypt*** Job Title: Technical Support Engineer - Premier (Attaching CVs is a MUST) **Job Description**: The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal...

  • Software Technical Support Engineer

    8 months ago

    مصر, Egypt BlackStone eIT Full time

    BlackStone eIT, a leading computer software company, is seeking a skilled and dedicated Software Technical Support Engineer to join our dynamic team. As a Software Technical Support Engineer, you will play a crucial role in providing technical support and assistance to our clients. Your excellent problem-solving skills and strong technical knowledge will be...

  • Crowdstrike Support Engineer

    6 months ago

    مصر, Egypt Capgemini Full time

    **We are seeking a motivated and customer-focused individual to join our team as a CrowdStrike Support Engineer.** **Responsibilities**: - **Troubleshoot customer issues related to CrowdStrike products and services.**: - **Escalate complex issues to the appropriate teams.**: - **Document your findings and solutions in a clear and concise manner.**: -...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Technical Support Engineer

    6 months ago

    مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...