key player in the Yale ME organization, mainly focusing on managing the technical platforms when it comes to technical support processes, Call Center, Spare Parts Management, training the trainer program, and new product innovation based on the market needs.
The role is also a key communication between the product management and business development in the region
Main Duties & Accountabilities:
- Develop and maintain product technical Documents and specifications for both Mechanical and Smart Products.
- Develop and maintain the technical support processes in the region.
- Develop call centre solutions for Yale end users in the region in cooperation with the agents/distributors.
- Support Product Management by establishing “Yale Academy” e-learning platform
- To standardize the best technical support services thru local partners for the end users in each country in the region
- Identify and escalate priority issues from the technical point of view for each market along with Solution Plan
- Create and implement a local Warranty Policy to ensure the best after sale services
- Create extended warranty policy to ensure best in class customer satisfaction and generate recurring revenue
- Keep sure that Yale Mechanical and Smart Locks Demo blocks are well presented and working properly according to the Yale Guidelines in the showrooms and marketplace
- Responsible for Beta Testing projects
- Act as a liaison between distributors, quality, engineering and manufacturing/suppliers.
- To demonstrate the smart locks whenever it’s needed in projects.
- Support Business Development and Product Management from a product point of view the transition from mechanical to electronic products
- Technical link between system integrators and central SDL team
- To ensure that all technical documents are available in English and local languages.
- Produce and keep updated product installation manuals and troubleshooting documents
- Support Product Management in the process of new product launches ensuring all products are launched with full technical collateral
- Support Sales Team in the strategic markets through effective technical support strategy
- Main contact to Yale EMEA team in Technical related cases/issues
- Identify & develop areas to improve end customer satisfaction
- Build powerful internal relationships, and networks, and act as a team member
...and any other duties required to assist in supporting the achievement of Company objectives
Education / Qualifications:
Essential
- Electric / Electronics / Mechanical engineer graduated from reputable university.
- Minimum total experience of 5 years in technical departments in B2B2C environment including a minimum of 3 years of experience in Consumer Oriented brands.
- Excellent customer service skills and the ability to interact in a courteous, helpful and professional manner
- Extensive experience in working with Microsoft Office software
- Experience in working across different markets and cultures
- Understanding of Technical Support Processes
- Experience in working in a multi-branded business culture
- Comfortable working with both electronic and mechanical products
- Experience of “Train the Trainer” concept (both Theoretical and hands-on)
- Experience in working in consumer facing branded businesses either in FMCG or Consumer Durables
- Knowledge of Call Centres management preferably including involvement in outsourcing initiatives.
Desirable
- International outlook with exposure to working across several markets
- Experience in working in and developing technical processes & emerging markets
- Experience in working in both sales and marketing roles with understanding of managing premium brands
Generic competencies:
- Fluent in English, Arabic would be an asset
- Basic knowledge of Middle East multi-cultures
- Teamwork and communication skills
- Customer satisfaction Oriented
- Problem Solving skills
- Continuous Improvement
- Planning and Organisation
- Able to travel whenever needed.
- Advanced multi-tasking skills
- Ambitious & desire to succeed
Functional Competencies:
- Must have energy, enthusiasm and commitment and be capable of making an impact in the short term.
- Capable of taking responsibility, showing initiative, creativity and working in a small team.
- Excellent collaboration & communication skills and "can do" attitude.
- Must be able to persuade, influence and motivate people at all levels
Personal characteristics:
- Ability to build relationships, manage conflicts and work successfully with a variety of personalities
- Positive, self-starter and professional attitude
- Able to work to tight deadlines & manage numerous priorities Willingness to ‘roll up sleeves’ and get stuck in
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