A.O. Smith MEA
Job Responsibility:
Main responsibilities include but are not limited to the following:
· Manages the Technical support and Product management tasks for MEA region
· Dealing with verbal or written technical enquiries from MEA Customers
· Providing ongoing technical support for members of the organisation, industry projects and external stakeholders e.g., Customers team, specifiers, consultants, architects, developers, contractors, builders etc
· Provides guidance and direction to MEA customers in the installation and repair process by supervising jobs in progress.
· Supports the installation / commissioning process by managing communications with the customers on jobs / projects in progress and service issues.
· Provide technical advice / Support related to AOS water heaters / water treatment products for distributors, channel partners, installers, full-service wholesalers, consulting engineers, government.
· Provide specialist technical guidance and support, acting where necessary as a technical expert
· Provide pre-sales technical support to customers and sales team including products selection / design (Electrical Water Heaters, Gas water heaters, Heat pumps, Tanks, Water treatment)
· Prepare, monitor, and report on technical departmental activities (budgets, enquiry statistics, KPI’s etc.)
· Participate in internal and external meetings
· Manage the certifications requirements for products sold to MEA region (SASO, ESMA, PAI, G-Mark etc.)
· Work closely with our global product management team and check for new products that could fit within MEA region
· Conduct Competitor scanning, channel marketing and footprint analysis
· Manage the technical information, updates, spec sheets, O&M Manuals, bulletins, publications, and standards.
· Frequent travel to maintain contacts with the distributors and the market
Skills, Qualifications & Experience:
Skills:
· Sound technical Skills related to the product line (water Heating / Water treatment).
· Good market knowledge (MEA)
· Good experience in technical support / products management (water heating / water treatment)
· Excellent interpersonal and communication skills.
· Excellent organisational skills. Must have ability to handle a wide variety of projects with the knowledge of prioritizing them.
· Knowledge of export and import restrictions.
· Fluent English, Arabic is a large advantage.
· Round-the-clock type person.
· Prepared and able to travel frequently.
· Must be able to handle difficult customers and situations.
Qualifications:
· Bachelor’s Degree in Engineering.
Experience:
· Minimum 10 years technical support / product management experience in a professional target driven business with proven performance record in similar field within MEA market.
Competencies:
· Customer service oriented.
· Problem solver
· Fast learner.
· Results oriented.
· Communication and presentation skills.
· Excellent team player with positive attitude.
· Self-motivated.
· Able to work under pressure.