Scope of Role
• Early engage with potential customer to promote Getac solution.
• Responsibility to provide high level technical expertise to Getac customer and partner base whilst also supporting the Sales Team engaging directly with customers in pre-sales and post-sales environments as required.
• English communication & writing skill is a must as this role will be also working with HQ and global team
Responsibilities
• Pre Sales Support to assist technical project requirements and map out potential solutions to customer technical challenges.
• Post Sales issue support and escalation including direct ownership for technical areas raised by our enterprise customers either directly or as escalated by the Customer care group.
• Customer facing technical query management supporting regular review meeting, SLA meetings and technical escalation reviews.
• Document and log all technical issues within central database (saleforce.com/FTIE) and ensure all issues are kept up to date and produce reports as required both for internal and external audience.
• Working with sales teams to provide proactive support on products and projects to anticipate and escalate potential issues to management and Getac HQ technical teams.
• Conduct the regular product technical update and golden sample evaluation for enterprise customers
Experience Required
• 5 Years general experience within the service / IT environment
• minimum 3 years direct experience in computer diagnostics and repair
• Detail knowledge and understanding of PC architecture and willingness to adopt this knowledge to Getac’s specialized products
• Project Support skill preferable
• Language – Arabic with very good English in verbal and writing.
Competencies
• Self-Motivated individual capable of working individually and within a small team
• Ability to manage multiple issues and prioritize accordingly
• Ability and willingness to travel as required by the Company
• Excellent written and spoken communication skills for both internal and external correspondence
• Customer management and communication skills especially via telephone and email
• Analytics skills and data management
• Positive hands on attitude to getting the job done
• Willingness to do what it takes to keep customer satisfied
Working Relationships
• Local and HQ Enterprise Account Team (Commercial , Technical , Project)
• Enterprise Customers
• European Service and Administration teams
• End Customer and Third-party Partner
• Military System integrator
