Customer Support Engineer

3 weeks 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 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 to resolve customer claims to the best of customer satisfaction and Eaton’s interest.
Helping transition to the desired energy future in the Middle East, the product line is focused on Power Quality, Power Management Control Components and Life Safety Systems (e.g. energy storage, power distribution, Emergency Lighting and Fire systems, microgrids and green switchgear etc.) for Energy, Residential, Retail, Commercial Buildings & Infrastructure sectors

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

**Role responsibilities**:

- Act as focal point of contact to resolve customer claims and disputes (Defect, logistics and commercial) to the best of customer satisfaction and Eaton’s interest.
- Optimize claim resolution process (cycle time, satisfaction) by involving promptly and proactively various stakeholders (Customers, Eaton plants, 3rd party suppliers, insurance providers, logistics providers, internal teams: Sales, Ops, Service etc.)
- Leverage applicable tools (portals, 3A / 8D etc.) throughout entire fact finding, analysis / resolution process.
- Record, review and validate claim related documentation, sales Terms and Conditions, warranty terms, supporting reports and evidences etc.
- Participate in the technical evaluation discussions (with customer, plants, technical teams, other concerned stakeholders) towards concluding Root Cause Analysis (RCA) and making appropriate decision (Acknowledge or reject)
- Arrange regular calls with high priority customers / projects.
- Set the priorities with suppliers / plants to resolve claim, deliver replacement, issue credit etc. at the earliest possible.
- Document / communicate / report proceeds throughout entire fact finding, analysis / resolution process to concerned stakeholders.
- Manage after sales requests such as repair of out of warranty units.
- Manage the replacement process across the entire value chain; Return Merchandise Authorization (RMA), order handling, release in SAP, coordinate logistics until material delivered to the customer and update customer accordingly.
- Maintain / Owns the claim trackers, optimize and report related metrics and dashboard on monthly basis or as needed.
- Act as EHS Coordinator for internal and external training.
- EHS internal and external Safety Training.

**Qualifications**:

- Engineering education and background - such as Electrical or Manufacturing - is required for the role, due to the product line nature..
- A minimum of 3 years’ of applicable experience in a role managing aftersales customer claims (both commercial & technical)
- Customer Centric.
- Process oriented with digital and continuous improvement mindset.
- ERP skills, preferably SAP.
- Expertise with order management and execution. Logistics, Clearance / Documentation experience is an asset.
- Proficient with Microsoft Office suite.
- Excellent collaboration, problem solving, communication, negotiation, and presentation skills.
- Excellent organizational, follow-up, and time management skills with high sense of urgency, proactive approach, and risk assessment.
- Leadership - ability to inspire communicate effectively and coordinate without direct authority.
- Capability of understanding of Eaton Business System, processes, laws, rules, and regulations, and QESH standards to the extent applicable.
- Ability to work in a diverse team and diverse customer base.
- Fluent with English and Arabic.

**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 recruitm

  • Advanced Customer Support Engineer

    1 month ago

    مصر, Egypt Oracle Full time

    Advanced Customer Support Engineer - HCM-23000074 **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves...

  • Senior Advanced Customer Support Engineer

    1 month ago

    مصر, Egypt Oracle Full time

    Senior Advanced Customer Support Engineer - Apps Developer (eBS & PaaS dual skills!)-23000075 **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** - He or She should be able to operate independently to provide quality work products, and perform varied and complex duties and tasks that need...

  • Senior Advanced Customer Support Engineer

    1 month ago

    مصر, Egypt Oracle Full time

    Senior Advanced Customer Support Engineer - Apps Developer (PaaS)-23000077 **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** He or She should be able to operate independently to provide quality work products, and perform varied and complex duties and tasks that need independent...

  • Senior Advanced Customer Support Engineer

    1 month ago

    مصر, Egypt Oracle Full time

    Senior Advanced Customer Support Engineer - Apps Developer (eBS)-23000076 **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** He or She should be able to operate independently to provide quality work products, and perform varied and complex duties and tasks that need independent...

  • Customer Support

    6 days 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...

  • Customer Technical Support Manager

    1 month ago

    مصر, Egypt Ball Corporation Full time

    **Further your career at Ball, a world leader in manufacturing sustainable aluminum packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!** **Position overview**: Lead and manage Ball facilities in allocated countries to provide expertise and support to...

  • Customer Support

    2 days ago

    مصر, Egypt Teleperformance Full time

    _**Join us in making a difference, one interaction at a time.**_ - Teleperformance is hiring Customer Support Agents to start immediately (_**Morning shifts / Rotational shifts**_) _ - **Role**:_ - Handling customers' booking and reservation inquiries and maintaining customer satisfaction._ - **Qualifications**:_ - Fluency in English is a MUST _ - Required...

  • Customer Support Agent

    1 month ago

    مصر, Egypt Accflex Full time

    Accountant knowledge is a must - proven customer Support; experience in customer support will be considered a plus - good English - organized and responsible - Excellent communication and problem-solving skills with a high level of dedication - good team player - familiar with ERP Systems is preferred our industry experience using help desk software and...

  • Customer Relationship Support

    3 days ago

    مصر, Egypt IdealRatings Full time

    The Customer Relationship Support is responsible for supporting and managing the relation between IdealRatings and their valued customers globally; ensuring superior customer satisfaction throughout existing and new services offered by IdealRatings. - Handling scheduled deliveries while adhering to IdealRatings service level. - Coordinating with different...

  • Is Support Engineer

    1 month ago

    مصر, Egypt ITWORX Full time

    Career Level: **Entry Level** - Employment Type: **Full time** - Function: **Management Information Systems** The job holder is responsible for supporting and maintaining internal computer systems, desktops, laptops, servers, and peripherals. Works closely with different levels of the Technical Support and Engineering teams, with excellent online...

  • Senior Tech Support Engineer

    4 weeks ago

    مصر, Egypt Orange Business Full time

    **About the role**: **Job Purpose**: The Senior Tech Support Engineer is responsible for quality and overall skills enhancement of the team. **Key Activities & Deliverables**: - Acts as escalation level within the team - Create, validate, and update process documents and knowledge documents - Technical knowledge and overall skills enhancement - Coordinate...

  • Customer Engineer

    1 month ago

    مصر, Egypt Antal International Full time

    Hiring for a Customer Engineer - Exchange for a global specialist Platform Engineering Solutions, IT Services and Consulting services provider. **Client description**: Our client is a tenured mid-tier global Enterprise Technologies, Systems Integration, Digital Transformation, and Consulting company that provides modernization solutions using their...

  • L1 Support Engineer

    4 weeks ago

    مصر, Egypt ASWAT Full time

    **About ZIWO** ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) that provides a straightforward solution for companies to talk to their clients over the Phone, WhatsApp, SMS... ZIWO has readymade plugins with most CRM and is integrable with any app, thanks to an open API architecture. ZIWO connects 145 countries globally, including the GCC, so...

  • Customer Support Analyst

    1 month ago

    مصر, Egypt AlGooru Full time

    **AlGooru is hunting for the next generation of CX talents!** **We’re looking for a Customer Support Analyst** **A bit about us** **Main responsibilities** - Monitoring client chats to ensure a seamless and positive user experience. - Identifying and escalating any issues or concerns raised by clients, ensuring a quick and efficient resolution. -...

  • Crowdstrike Support Engineer Level 2

    6 days ago

    مصر, Egypt Envision Employment Solutions Full time

    **Ready and hungry for a new adventure? You are definitely in the right place! We at **Envision Employment Solutions** are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale! - Our partners offer awesome work environment, competitive salaries, full benefits, and many others...

  • Proofpoint Support Engineer Level 2

    6 days ago

    مصر, Egypt Envision Employment Solutions Full time

    **Ready and hungry for a new adventure? You are definitely in the right place! We at **Envision Employment Solutions** are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale! - Our partners offer awesome work environment, competitive salaries, full benefits, and many others...

  • Tech Strategic Customer Support Supervisor

    3 days ago

    مصر, Egypt Vodafone Full time

    **What you’ll do**: Role purpose: To act as high touch technical expert for top strategic enterprise customers to enhance all complicated problems MTTR & to maintain customer satisfaction through understanding their technical solutions & expectations to enhance their NPS. To ensure smooth relation with top enterprise customer technical teams by operating...

  • Customer Support Manager

    1 month ago

    مصر, Egypt RemotePass Full time

    We are a UAE-based startup working remotely from all over the world. Our team is diversified and spread across 20+ different countries. We aspire to become a leading remote work enabler that simplifies access to world-class talents. We believe that anyone should be able to work anytime, anywhere. We are Backed by world-class regional & international...

  • Finance Administrator

    4 weeks ago

    مصر, Egypt Touch Support Full time

    **Finance Administrator** Required work experience: not required Full-time, remote work **Who are we?** Touch Support is a multinational Business Process Optimization company based in the United States. We have over 400 employees in the United States and Europe, and we are rapidly expanding our Account receivables and Account payable teams to work with...

  • Technical Support Engineer

    6 days ago

    مصر, Egypt Orange Business Full time

    **About the role**: - Provide technical point of contact for customers’ incidents. - Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams. - Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs. - Document all...