Customer Support Engineer - aftersales quality & claims

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 ResponsibilitiesMaintain and optimize customer claim resolution time by involving stakeholders at the supply and demand siteAct as owner of the claim trackers and reports quality and claim dashboard on monthly basisRegister, 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 rejectArrange regular calls with high priority customers/projectsHandle 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 satisfactionReport the related quality metric on monthly basis, claim numbersLook 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, warehouseLiaise 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 QualificationsA 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 complexityERP skills - Material Management is requiredExpertise with Order management and order executionProficient with Microsoft Office suiteVery good with Communication skills, ability to coordinate with different stakeholders, analysis and problem solvingLeadership - ability to inspire communicate effectively and coordinate without direct authorityFluent with English and Arabic languages What We OfferCompetitive compensation and benefits packageChallenging projects in dynamic collaborative teamFlexible working solutions (remote, flexible working hours, compressed week, part time etc.)We make your aspirations matter – Eaton encourages internal promotion, whenever possibleWe 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 UniversityWe 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, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.]]>