Technical Support Coordinator.

Position Title: Technical Support Coordinator.

Roles & Responsibilities:

Technician Monitoring & Performance Management

• Supervise and follow up with Saudi technicians on a daily basis.
• Track technician KPIs (response time, completion rate, quality of service, etc.).

RMA Handling

• Manage all RMA cases related to TV products and other devices.
• Communicate directly with factories to initiate, follow up, and close RMA cases.
• Ensure proper documentation, photos, and reports are attached for each case.
• Maintain a detailed RMA tracking sheet and update it regularly.

Compensation & Replacement Management

• Coordinate with factories on all compensation and replacement units.
• Verify the validity of compensation claims before submission.
• Follow up on shipment status, delivery, and confirmation of received parts.
• Prepare monthly reports summarizing compensation activities and results.

MOT Training & Development

• Conduct and organize technical training sessions for MOT.
• Ensure that technicians are up to date with the latest product knowledge, repair techniques, and company policies.
• Evaluate training effectiveness and recommend continuous improvements.
• Maintain training attendance records and performance evaluations.

System Administration & Coordination

• Manage internal technical support documentation, reports, and case updates.
• Support the department with any data entry, report generation, and follow-up tasks.
• Coordinate between technical support, logistics, and factory teams for case resolution.

Reporting & Communication

• Prepare and submit periodic reports (weekly/monthly) on technician performance, RMA status, and compensation progress.
• Ensure effective communication between all stakeholders (technicians, management, factories, and customers).

Required Skills & Competencies:

• Minimum years of experience not less than 3 years in the same filed.
• Strong organizational and coordination skills.
• Excellent communication (English & Arabic preferred).
• Proficiency in Microsoft Excel and reporting tools.
• Experience in handling RMA or warranty cases is an advantage.
• Ability to lead and train technical teams.