technical manager Jobs in Riyadh Saudi Arabia

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client success manager Jobs in Riyadh Saudi Arabia

client success manager

technical support manager

Visa

<div>Company Description 
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose &ndash; to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. 
Job Description 
The Client Success Manager at Visa Acceptance Platform provides high quality technical, service and project support to our partners and clients, demonstrating technical knowledge of Visa Acceptance products and services.
The Client Success Manager will be responsible for taking a proactive approach with an assigned list of high profile clients to ensure they are receiving the most comprehensive support possible. 
The will support the full breadth of our suite of payment processing and risk management products and services, tailoring the product information to the merchants they support.<ul><li>
Partnership with the Account Executive team, also identifies Visa products and solutions that can help address client operational challenges.</li><li>
Deliver both ad-hoc and proactive Technical Support to an assigned portfolio of Visa Acceptance Platform / CyberSource's key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings</li><li>
Liaise with clients alongside the commercial Account Manager, representing CyberSource&rsquo;s products and services from both a technical and software integration perspective</li><li>
Manage technical communications with the client&rsquo;s technical team, project team, customer services team and senior executives</li><li>
Proactively resolve business &amp; technical problems</li><li>
Manage new merchant implementations and provide consultative payment guidance to client base</li><li>
Manage technical escalation and issue management with global front-line support teams</li><li>
Meet with existing clients for regular and ad-hoc service related reviews</li><li>
Understand the clients&rsquo; core business and vertical and develop strategies where CyberSource can add value</li><li>
Project-manage larger customer engagements involving internal development teams or third party developers</li><li>
Enter case information into the CRM to ensure appropriate resolution management</li><li>
Offer best practice advice on CyberSource products and services and the vertical</li><li>
Advocate and drive product enhancement requests with our cross-functional teams</li><li>
Achieve and maintain CYBS product / process knowledge expert status</li><li>
Own and maintain Service Delivery Plan for each client</li><li>
Suggest and drive process improvement within the team</li></ul>
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 
Qualifications 
<ul><li>
Foundational knowledge of payments processing, high level of professionalism, leadership and interpersonal skills to manage relationships with a variety of internal and client stakeholders.</li><li>
E-commerce acquiring background and Technical Acumen</li><li>
3-5 years payments experience with university degree or equivalent experience</li><li>
Well demonstrated Technical Support or Account Management experience</li><li>
Able to skillfully prioritize and manage concurrent projects and issues.</li><li>
Excellent written and verbal communication skills</li><li>
Experience in working with cross-functional/cross-departmental and virtual teams</li><li>
Programming language knowledge and Card-not-present (e-commerce or payment gateway) experience is strongly preferred.</li><li>
Self-starter with strong organization and resolution management skills</li><li>
Arabic Speaker preferred</li><li>
Must demonstrate strong complex problem-solving capabilities</li></ul> 

Additional Information 
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.</div>

Client Success Manager

Denodo

<div>
 Denodo is a leader in data management. The award-winning Denodo Platform is the leading data integration, management, and delivery platform using a logical approach to enable self- service BI, data science, hybrid/multi-cloud data integration, and enterprise data services. Realizing more than 400% ROI and millions of dollars in benefits, Denodo&rsquo;s large enterprise and mid-market customers across 30+ industries have received payback in less than 6 months. For more information, visit www.denodo.com .
 
 
 We are a fast-growing, international organization with teams across four continents and we work with a cutting-edge technology, but that's not all we have to offer. At Denodo, we are like a family and it is of the utmost importance to us that we help support your professional growth every step of the way
 
 
 
 Job Description
 
 
 
 Denodo is looking for a technical, passionate, customer-oriented and hands-on data advocate to join our Customer Success team. You will work hand-in-hand with our customers as the technical focal point. It will be on your shoulders to ensure customers are satisfied and confident in leveraging the Denodo Platform as a key component in their ecosystem.
 
 
 In this role you will combine tech savviness with relationship management and problem-solving skills. Your mission: enable customers to realize the full potential of their Denodo deployment, removing roadblocks, exploiting platform capabilities, and making things go.
 
 
 Collaborate closely with Customer Success Manager (CSM), Sales and Customer Services as the TAM has the lead role in implementing the Customer Success Plans (CSP) developed by the CSM. The CSP defines the business outcome, use cases and milestones of the Customer to get a specific use case(s) into production. The output is a Use Case document that describes the Business Problem solved, the Solution Architecture and the Results achieved. The TAM and CSM have responsibility for coordinating the creation and delivery of this document.
 
 
 
 
 Job Responsibilities &amp; Duties
 
 
 
 
 
 Technical Engagement
 
 
 
 <ul>
 <li>
 Communicate common practices with regards to Denodo usage and implementation.
 </li>
 <li>
 Conduct cadence calls to review open issues and escalations with the customer operational team.
 </li>
 <li>
 Provide input into account health assessment on technical progress.
 </li>
 <li>
 Act as point of contact between customer and Denodo technical teams.
 </li>
 <li>
 Coordinate with other teams to achieve account growth, service utilization, and use cases.
 </li>
 <li>
 Ensure customers' deployment is documented and understood.
 
 
 </li>
 </ul>
 
 Platform Adoption
 
 
 
 <ul>
 <li>
 Identity pain points and training required around product usage.
 </li>
 <li>
 Have regular communication and updates on Denodo capabilities.
 </li>
 <li>
 Provide product and feature guidance.
 </li>
 <li>
 Recommend advisory sessions, entitled/on-demand training.
 
 
 </li>
 </ul>
 
 Customer Engagement
 
 
 
 <ul>
 <li>
 Provide point of contact for escalations related to the product.
 </li>
 <li>
 Coordinate the management and resolution of support tickets, with both customers and Denodo teams.
 </li>
 <li>
 Review enhancement requests with Product Management / Development.
 </li>
 <li>
 Ensure successful product feature adoption.
 </li>
 <li>
 Encourage and enable platform upgrades and migrations.
 
 
 </li>
 </ul>
 
 Reporting &amp; KPI&rsquo;s
 
 
 
 <ul>
 <li>
 Implement and help customer maintain Dashboards to report on Product Adoption and Deployment details
 </li>
 <li>
 Maintain Customer relationship map in Salesforce
 </li>
 <li>
 Maintain and report on Customer Services Utilization and Training accomplishments
 </li>
 <li>
 Goal is to get Customer to consume all Services available to them
 </li>
 <li>
 Get all the Customer staff to take all the relevant training classes
 
 
 </li>
 </ul>
 
 Information Security Responsibilities
 
 
 
 <ul>
 <li>
 Knows and understands the Security Policy and procedures that apply to their work.
 </li>
 <li>
 Ensures that their actions do not result in any security breaches.
 </li>
 <li>
 Informs the owner of the asset of any security incident, real or suspected, that it detects.
 </li>
 <li>
 Is aware of and committed to the Acceptable Use Policy
 
 
 </li>
 </ul>
 
 Desired Skills &amp; Experience
 
 
 
 <ul>
 <li>
 University Degree in information systems or computer science or a related field (Bachelor or Masters), or equivalent experience in a similar role.
 </li>
 <li>
 5+ years of demonstrated experience in a Technical Account Manager or a similar role, preferably in the data management or analytics software industry.
 </li>
 <li>
 Excellent verbal and written communication skills to be able to interact with technical and business counterparts.
 </li>
 <li>
 Good technical knowledge about different areas in a data management ecosystem.
 </li>
 <li>
 Nice to have experience in leveraging Employee Advocacy and Social Media to network with industry peers, share thought leadership content, and enhance brand visibility to support sales engagement and relationship building.
 
 
 </li>
 </ul>
 Denodo is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable law. Denodo will provide reasonable accommodation to employees who have protected disabilities in accordance with applicable law.
 
 
 We do not accept resumes from headhunters or suppliers that have not signed a formal fee agreement. Therefore, any resume received from an unapproved supplier will be considered unsolicited, and we will not be obligated to pay a referral fee.
</div>

Technical Account Manager, Customer Success

alfanar

<div>
 Job description:
 
 
 Job Purpose
 
 Responsible for providing technical support and solutions to customers and internal teams by troubleshooting issues, supporting product commissioning, and ensuring proper system functionality. Act as a key technical liaison, helping to resolve warranty claims, support project execution, and maintain accurate technical documentation.
 
 Key Accountability Areas
 
 Warranty Claims Support:
 
 <ul>
 <li>
 Assist in diagnosing technical issues related to warranty claims and propose appropriate solutions under the guidance of senior engineers.
 </li>
 <li>
 Facilitate communication between clients and internal teams to ensure timely and effective claim resolution.
 </li>
 </ul>
 
 Field Commissioning Assistance:
 
 <ul>
 <li>
 Support the installation, testing, and troubleshooting of electrical and mechanical systems during field commissioning.
 </li>
 <li>
 Contribute to ensuring systems meet project specifications and compliance standards.
 </li>
 <li>
 Document commissioning issues and assist in resolving them collaboratively.
 </li>
 </ul>
 
 Project Engineering Support:
 
 <ul>
 <li>
 Aid project teams with technical tasks, problem-solving, and the delivery of engineering services.
 </li>
 <li>
 Assist in the preparation of technical documentation, ensuring accuracy and adherence to engineering standards.
 </li>
 </ul>
 
 Technical Documentation:
 
 <ul>
 <li>
 Maintain accurate and organized records of engineering activities, including test results, warranty resolutions, and commissioning logs.
 </li>
 <li>
 Support the preparation and review of clear, concise technical reports and documentation.
 </li>
 </ul>
 
 Learning and Development:
 
 <ul>
 <li>
 Engage in continuous learning by seeking mentorship from senior engineers and participating in relevant training programs.
 </li>
 <li>
 Contribute to improving engineering workflows by supporting process enhancements under supervision.
 </li>
 </ul>
 Role Accountability
 
 HR Proficiency:
 
 <ul>
 <li>
 Ability to obtain updated soft and technical skills related to the job.
 </li>
 </ul>
 
 Delivery:
 
 <ul>
 <li>
 Perform the planned activities to meet the operational and development targets as per delivery schedules.
 </li>
 <li>
 Utilize resources effectively to achieve objectives within efficient cost and time.
 </li>
 <li>
 Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
 </li>
 </ul>
 
 Problem-Solving:
 
 <ul>
 <li>
 Solve any related problems arise and escalate any complex operational issues.
 </li>
 </ul>
 
 Quality:
 
 <ul>
 <li>
 Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
 </li>
 </ul>
 
 Business Process Improvements:
 
 <ul>
 <li>
 Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
 </li>
 </ul>
 
 Compliance:
 
 <ul>
 <li>
 Comply to related policy and procedures and work instructions.
 </li>
 </ul>
 
 Health, Safety, and Environment:
 
 <ul>
 <li>
 Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
 </li>
 </ul>
 Academic Qualification Bachelor Degree in Electrical EngineeringWork Experience 2 to 4 YearsTechnical / Functional Competencies Customer Service OrientationCustomer Service Programs
 
 
 Profile description:
 
 
 
 Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.
 
 
 &nbsp;
 
 
 The hub of alfanar&rsquo;s manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square-meter complex located in Riyadh. The complex houses an array of ultra-modern manufacturing facilities and laboratories equipped with state-of-the-art technologies and staffed with highly skilled professionals.
 
 
 &nbsp;
 
 
 alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.
 
 
 &nbsp;
 
 
 For more information about alfanar, please visit alfanar.com
 
</div>

Technical Support Engineer - ZIV | alfanar Electric

Pure Storage

<div>
 We&rsquo;re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.
 
 
 This type of work&mdash;work that changes the world&mdash;is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.
 
 
 
 THE ROLE
 
 
 
 
 Do you have the technical skills and ambition to drive strategic growth through partnerships?
 
 
 
 Pure Storage is looking for a driven and experienced
 
 Partner Technical Manager (PTM)
 
 to elevate our partner ecosystem across Saudi Arabia
 
 and the wider region
 
 . This dedicated
 
 Partner System Engineer (SE)
 
 role is ideal for an individual with an
 
 existing core technical competency
 
 who is ready for a faster track to leadership and commercial engagement.
 
 
 Your primary focus will be using your expertise to
 
 train, enable, and mentor
 
 our partners' technical teams, ensuring they provide world-class service and sales support for the Pure Storage portfolio. Beyond enablement, you will apply your commercial acumen by actively engaging in the pre-sales cycle, helping partners
 
 identify, mature, and convert substantial deals
 
 . If you possess a technical background and are ready to translate that into tangible business success, this is the perfect platform for your next career chapter.
 
 
 
 What You Will Do
 
 
 
 <ul>
 <li>
 Regular interaction with partner principals, executives, and sales and sales management at existing and prospective value added and direct market re-sellers.
 </li>
 <li>
 Align Pure&rsquo;s go-to-market strategy with that of our National Partners to ensure growth consistent with Pure&rsquo;s stated goals, and ensure long-term relationships with our most strategic Channel Partners.
 </li>
 <li>
 Conduct regular sales training presentations with partner technical and sales teams to ensure understanding and articulation of Pure&rsquo;s Value Proposition and Industry Leadership.
 </li>
 <li>
 May assist with driving pipeline, sales qualification, and closing of business through the ISO and Channel.
 </li>
 <li>
 Define and deploy business plans to deepen our traction with existing channel partners, reviewing and re-assessing quarterly.
 </li>
 <li>
 Develop and execute a regional strategy for recruiting new channel partners as needed to support growth.
 </li>
 <li>
 Maintain up-to-date knowledge of Pure&rsquo;s competitive positioning in the marketplace.
 </li>
 <li>
 Oversee relationship building activities and account mapping activities between Pure&rsquo;s Sales organisation and specified partners.
 </li>
 <li>
 Be the trusted advisor and advocate to our National Partners/channel estate and regional teams as an extension of the Systems Engineering team. Coaching and teaching how to Sell and Compete.
 </li>
 <li>
 Driving channel autonomy &amp; independence through Pure Storage partner enablement programs with the regional sales teams.
 </li>
 <li>
 Identify, refine and research technical requirements of each sales opportunity by working closely with Pure Sales Teams, Partners &amp; Customers in the design and implementation
 </li>
 <li>
 Participate in the creation of channel sales strategy and tactics and takes ownership of technical responsibilities within customer accounts with emphasis on the channel partner(s) in region.
 </li>
 <li>
 Mentor and assist partners/customers with evaluations and benchmarks, system configurations.
 </li>
 <li>
 Demonstrate technical guidance and subject matter expertise on storage products, distributed storage architectures, file systems, applications, solutions and competitive storage offerings in the DAS, NAS and SAN product spaces. Be a Pure Storage technical expert and in areas of Storage, Artificial Intelligence, Big Data, SDN, SaaS solutions, Networking, Dev-ops, Machine Learning, Competition and Channels Business Dynamics.
 </li>
 <li>
 Build meaningful relationships with assigned National Partners and Pure Storage Sales Teams within their resident geography and assigned partner base.
 </li>
 <li>
 Focus on enablement &amp; relationship building throughout our National Partner&rsquo;s business.
 </li>
 <li>
 Management and creation of technical enablement plan for assigned National Partners; work closely with the Partner Program to determine needed tool sets to drive partner enablement and autonomy; owns, monitors, reports on, and drives technical enablement activities for assigned partner base.
 </li>
 <li>
 Coordinate partner training activities with wide range of Pure Storage field &amp; corporate resources.
 </li>
 <li>
 Provide ad-hoc support for evaluations and post sales issues with partner engineers, and quickly transition them to appropriate pure storage internal resources.
 </li>
 <li>
 Present at national, regional and in-geo channel driven marketing activities.
 </li>
 <li>
 Collaborates with Pure Channel SE's, PTMs and in-geo SE's &amp; CAMs, PureIQ trainers.
 
 
 </li>
 </ul>
 
 What You Bring
 
 
 
 <ul>
 <li>
 Strong cross functional ownership and excellent communications skills that drive consensus across groups both internally and within the Channel/Partner organisations.
 </li>
 <li>
 Strong, Business level written and verbal communication skills in Arabic and English and can clearly and effectively articulate Pure&rsquo;s value and technical leadership.
 </li>
 <li>
 Ability to work in a fast-moving environment, to prioritise effectively to think big picture, and to use good judgment in resolving difficult issues.
 </li>
 <li>
 Thorough understanding of the architecture, design and implementations of multi-tiered client/server computing solutions.
 </li>
 <li>
 Preparation and delivery of technical product and architecture presentations.
 </li>
 <li>
 Contribute significant portions and/or lead responses to RFPs, RFQs and RFIs.
 </li>
 <li>
 Good knowledge of current and emerging storage architectures (FC, iSCSI, NAS, OSD, SAN).
 </li>
 <li>
 Familiarity with modern web architecture a plus (LAMP stack, scale-out vs scale-up architectures, NoSQL alternatives).
 </li>
 <li>
 Familiarity with Artificial intelligence, ML, Big Data, IOT and the associated applications/architectures.
 </li>
 <li>
 VMWARE, WINDOWS, LINUX, UNIX OS, NFS, SMB file systems, and UNIX distributed network environments.
 </li>
 <li>
 Existing relationships with key partners Knowledge of Hypervisor Technologies (VMWare, Citrix, MSoft), Local Area Networking, Ethernet, TCP/IP and general networking.
 </li>
 <li>
 Ideally some Channel Account Management experience with a proven track record of success in the region.
 </li>
 <li>
 Possess high EiQ and dealing with people in multi-culture environment.
 </li>
 <li>
 Passion, Commitment, and drive for success working in a Motivated Team environment.
 </li>
 <li>
 2+ years minimum Pre-Sales experience supporting the Sales / Channels of enterprise storage, networking or systems solutions to a combination of large enterprise accounts.
 </li>
 <li>
 Must be willing and able to work in an open office, team environment.
 </li>
 <li>
 This is a predominantly office based role where the successful candidate will be required to spend time both onsite with customers and partners, and in Pure Storage offices across EMEA where needed.
 
 
 </li>
 </ul>
 Onsite
 
 
 
 What You Can Expect From Us
 
 
 
 <ul>
 <li>
 Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
 </li>
 <li>
 Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area&trade;, Fortune's Best Workplaces for Millennials&trade; and certified as a Great Place to Work&reg;!
 </li>
 <li>
 Pure Team: We build each other up and set aside ego for the greater good.
 
 
 </li>
 </ul>
 And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.
 
 
 
 Accommodations And Accessibility
 
 
 
 Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you&rsquo;re invited to an interview.
 
 
 
 Our Commitment To a Strong And Inclusive Team
 
 
 
 We&rsquo;re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn&rsquo;t just accepted but embraced. That&rsquo;s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
 
 
 Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.
 
 
 
 JOIN US AND BRING YOUR BEST.
 
 
 
 
 BRING YOUR BOLD.
 
 
 
 
 BRING YOUR FLASH.
 
</div>

Partner Technical Manager, Saudi Arabia

SSC HR Solutions

<div>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Lead &amp; Manage a remote technical sales support office in Egypt supporting sales activities in KSA
 </li>
 <li>
 Oversee all technical activities, including lighting design, project management, and technical support
 </li>
 <li>
 Provide expert guidance and mentorship to the team, ensuring high-quality output and professional development
 </li>
 <li>
 Collaborate with the sales team to understand client needs and deliver customized lighting solutions
 </li>
 <li>
 Ensure the team is proficient in using lighting design software (e.g., DIALux, Relux, AutoCAD) and up-to-date with the latest industry trends and technologies
 </li>
 <li>
 Develop and maintain strong relationships with consultants in KSA, assisting them in designing and specifying lighting needs
 </li>
 <li>
 Monitor and evaluate the performance of the team, implementing improvements and training as necessary
 </li>
 <li>
 Coordinate with R&amp;D and product development teams to address technical challenges and ensure alignment with company goals
 </li>
 <li>
 Manage project timelines, budgets, and resources to ensure successful project delivery
 </li>
 <li>
 Prepare and present technical proposals, reports, and documentation to clients and stakeholders.E10
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Electrical Engineering, Mechanical Engineering, Architecture, or a related field
 </li>
 <li>
 Minimum of 15 years of experience in the lighting industry, with a strong background in lighting design and technical support
 </li>
 <li>
 Extensive knowledge of lighting products, technologies, and industry standards
 </li>
 <li>
 Proficiency in lighting design software (e.g., DIALux, Relux, AutoCAD) and other relevant tools
 </li>
 <li>
 Proven leadership and team management skills, with the ability to mentor and develop a high-performing team
 </li>
 <li>
 Excellent communication, presentation, and interpersonal skills
 </li>
 <li>
 Strong problem-solving and analytical abilities
 </li>
 <li>
 Fluent in English
 </li>
 <li>
 knowledge of Arabic is a plus
 </li>
 <li>
 Ability to travel occasionally to KSA for meetings and site visits
 </li>
 </ul>
</div>

Lighting Designer Manager "Technical Support"

Abdul Latif Jameel

Responsible for proper implementation of technical service activities by ensuring all field concerns reflected to manufacturers and contributing to overall customer satisfaction by providing timely, precisely and accurately assistance on technical issues. MAJOR ACTIVITIES: Description <ul> <li>Responsible for establishing special diagnostic and calibration bay for autonomous cars as per suppliers' technical instructions and guidelines.</li> <li>Manage new vehicle testing environment</li> <li>Participate in tests and technical activities scheduled with Manufacturers/ Autonomous Cars' Supplier</li> <li>Improve/ maintain smooth system for gathering technical data from field.</li> <li>Communicate/ follow up on top technical problems with Manufacturers/ Autonomous Cars' Supplier</li> <li>Ensure the introduction of high-quality products before being set in operation.</li> <li>Maintain file for diagnostic tools/equipment and ensure their excellent working conditions (inventory/ maintenance/ upgrading/ and proper utilization)</li> <li>Recover used warranty parts to Manufacturers, whenever required.</li> <li>Organize Initial Quality Surveys (IQS) with Manufacturers/ Autonomous Cars' Suppliers after the introduction of new models. Issue market product report to Manufacturers/ Autonomous Cars' Supplier, whenever required.</li> <li>Ensure STOP CONCEPT maintained and properly implemented.</li> <li>Ensure workflow efficiency by establishing a system to assign tasks to technicians based on skill and availability.</li> <li>Recruit, train, and supervise technicians, and support staff.</li> <li>Conduct performance evaluations and provide coaching or disciplinary action when needed.</li> <li>Liaise with ALJR to ensure best implementation JMSS-ALJR SLA outcomes</li> <li>Report to management on field performance, risks, and technical developments.</li> </ul> Minimum Qualifications: <ul> <li>Degree in Mechanical/ Automotive Engineering Minimum Experience:</li> <li>8 Years in automotive industry with 2 years managerial experience. Job-Specific Skills:</li> <li>Able to deal with stress, patient, persistent.</li> </ul> Seniority level <ul> <li>Mid-Senior level</li> </ul> Employment type <ul> <li>Full-time</li> </ul> Job function <ul> <li>Management, Other, and Business Development</li> </ul> Industries <ul> <li>International Trade and Development and Repair and Maintenance</li> </ul>

Technical Field Operations Manager

Abacus Technology

<div>Overview:
<div>
Abacus Technology is seeking a Service Desk/Desktop Lead to oversee a team of help desk and desktop support technicians providing enterprise level support for the US Military Training Mission (USMTM). This is a full-time position located in Saudi Arabia.</div>
Responsibilities:
<ul><li>Oversee the help desk and coordinate with desktop support lead/technicians to ensure that end users are receiving the appropriate assistance.</li><li>
Manage the processing of incoming calls to the help desk, via telephone and e-mail, to ensure courteous, timely, and effective resolution of end user issues.</li><li>
Manage all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of all support functions.</li><li>
Serve as the first escalation point of contact for difficult or unknown issues and customer complaints.</li><li>
Enforce pre-established help desk service levels agreements (SLA) to ensure that incident resolution expectations and timeframes are met.</li><li>
Provide various KPI (key performance indicators) to upper management.</li><li>
Analyze performance of help desk activities to identify areas and processes that can be improved to better customer satisfaction (e.g., reduced resolution times).</li><li>
Monitor fixes to ensure problems have been adequately resolved.</li><li>
Identify, recommend, develop, and maintain a knowledge base (KB) library, How to&hellip; sheets, user guides, FAQ lists, and training programs to increase the computer literacy and self-sufficiency of both technicians and end-users.</li><li>
Conduct research on emerging products, services, protocols, and standards in support of the help desk.
</li><li>Create, track, and update SharePoint change records for network change requests (CRs) and facilitate the collaboration efforts between multiple IT and J-doc departments and personnel.</li><li>
Provide written and verbal status updates to upper management on all local network change requests.</li><li>
Perform scheduled department feedback sessions and periodic reviews with upper management.</li><li>
Oversee the development, implementation, and administration of help desk staff training procedures and policies.</li><li>
Oversee personnel schedule and on-call duties to ensure proper manning levels for mission completion.</li><li>
Provide counseling and, when appropriate, document and apply disciplinary actions to supervised personnel.</li></ul>
Qualifications:
<div>
3-5 years of experience in a technical support role. Bachelor&rsquo;s degree and work-related certifications such as ITIL or Help Desk Institute (HDI) are preferred, but can be substituted with, at least, 4-5 years&rsquo; experience in a help desk lead or management role. Must be CompTIA Security+ CE certified. Related certifications such as A+, Network+, MCSA, and/or MCITP are a plus. Extensive experience with desktop and server hardware (Dell/HP) and MS Windows operating systems (OS). Experience with application support for MS Office, COTS, and proprietary applications. Familiarity with various diagnostic utilities is a plus. Must have demonstrated progressive experience in the management of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Exceptional written and oral communication skills. Solid customer service skills, including good communication and the ability to demonstrate professionalism on a consistent basis. Able to effectively prioritize and execute tasks in a high-pressure environment. Must be able to track and analyze trends in help desk tickets to quickly identify potential problems, so as to set into motion the Problem Management processes. Must have a valid US driver&rsquo;s license and be willing to live and work overseas. Must be a US citizen and hold a current and active DoD Secret Clearance.</div><div> 
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.</div><div></div><div> 
EOE/M/F/Vet/Disabled</div></div>

Service Desk/Desktop Lead

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