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Job Description
- Perform daily tasks according to the departmental work schedule and in line with the management's objectives.
- Prepare and submit reports on daily tasks, and discuss them with the direct manager.
- Study the conditions, terms, and requirements of tenders and customer requests for quotations in coordination with the sales team.
- Provide technical and financial proposals and ensure their completion according to the specified timeline.
- Offer technical support and advice to customers regarding the diagnosis and resolution of technical problems.
- Carry out regular maintenance operations for equipment and ensure their availability and continuous operation at the highest level of efficiency and quality.
- Follow up and communicate with suppliers and manufacturers of laboratory equipment to ensure the availability of spare parts and necessary materials for maintenance.
- Participate in the technical evaluation of suppliers in coordination with the direct manager.
- Review technical supply orders and payment authorizations in coordination with the procurement department.
- Follow up and coordinate with suppliers and procurement in the supply of items from purchase orders and submit related reports to the head of the technical sector.
- Prepare outgoing and incoming technical messages and review them.
- Communicate and hold meetings with major clients to discuss new projects in coordination with the direct manager.
- Prepare reports related to equipment performance, maintenance efficiency, and technical support requirements and discuss them with the direct supervisor.
- Comply with all local and international standards and regulations related to laboratory equipment, health, and occupational safety.
- Monitor technical support projects and track progress to ensure effective project implementation.
- Communicate with customers and follow up on providing support to resolve various technical issues.
- Adhere to the expenses of the technical support department and work on cost control to achieve the highest level of efficiency in the use of financial resources.
- Stay updated on developments, innovations, and new practices related to technical support.
- Analyze the performance of laboratory equipment, evaluate maintenance efficiency and service quality, and use available data and information to identify areas that can be improved and take actions to achieve better performance and customer satisfaction.
- Follow up with customers to measure satisfaction with the provided service and submit reports to the direct supervisor.
- Receive technical customer complaints and follow up on their resolution while participating in developing plans to prevent their recurrence.
- Work on selecting new agencies and discuss the feasibility of contracting in coordination with the direct supervisor.
- Attend meetings with manufacturers and submit reports evaluating their products to the direct supervisor.
- Participate in technical presentations of the company at conferences and exhibitions.
Job Requirements
- Education: Bachelor's degree in Engineering - Mechatronics.
- Experience: 3 to 5 years (at least 3 years in the same position).
- Proven work experience as a Technical Support Engineer or similar role.
- Good understanding of computer systems and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
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