Job Description:

The Technical Support Engineer will act as the central hub for all technical activities with Original Equipment Manufacturers (OEMs). This role requires a highly skilled individual who can study new products/specifications, train new field service engineers and technicians, handle claims and warranty cases, perform technical analyses, and lead new projects with irregular specifications.

Key Responsibilities:

• Act as the main point of contact for all technical support activities with OEMs.

• Study and evaluate new products and product updates to ensure proper implementation and support readiness.

• Provide technical training to newly hired field service engineers, technicians, and internal staff on new products and systems.

• Handle technical support cases, warranty claims, and failure reports with OEMs until resolution.

• Perform technical analysis and on-site investigations to identify root causes of system failures and recommend corrective actions.

• Support the development and continuous improvement of CRM systems, operational procedures, and work control processes.

• Conduct technical meetings with customers to resolve issues and provide effective technical solutions.

• Support and participate in new projects with non-standard specifications, including customized and large-scale solutions.

• Coordinate technically with suppliers and subcontractors when required.

• Prepare and manage technical offers, documentation, and compliance sheets.

• Implement product updates and modifications, monitor system performance, and report results.

• Provide technical support to the sales team during tenders, pre-sales activities, and technical evaluations. Role in executing complex projects, maintaining customer satisfaction, and aligning engineering operations with company objectives.