Technical Support and Install Base Analyst

Location:
Dammam, Eastern Region, Saudi Arabia
Job ID:
SA54194387
Date Posted:
‎2023-‎03-‎29
Company Name:
Hitachi Energy L.L.C
Profession (Job Category):
IT, Telecom & Internet
Job Schedule:
Full time
Remote:
No
Job Description:
General information: You as a Technical Support and Install Base Analyst will
be part of Hitachi Energy business based in Riyadh, Saudi Arabia. You will be
delivering solutions across the power value chain. Including system solutions
for power generation, transmission technologies, substations and distribution
technologies for network management.
Responsibilities: Triage technical support cases that are registered to the
COC in Saudi Arabia and ensure they are properly assigned to appropriate
resources Monitoring the performance of the technical support queue and
perform escalation and follow-up when case resolution metrics are exceeded
according to agreed KPIs and the requirements specified in customer Service
Level Agreements Leading customer feedback sessions and support sales
activities that promote Hitachi Energy's service offering for Grid Automation
Being responsible for the accuracy of Grid Automation asset information. Build
appropriate processes and maintain databases to ensure customer asset
information is kept up to date. Analyzing data and prepare reports which allow
customers to perform risk-based asset condition and cybersecurity
vulnerability monitoring. Ensuring asset data is handed over to the Service
Organization after project energization. Living Hitachi Energy's core values
of safety and integrity, which means taking responsibility for your own
actions while caring for your colleagues and the business.
Your background: A bachelor's degree in engineering. Experience with case
management tools (Salesforce), asset management systems and PowerBI an
advantage. Technical knowledge of Power Grid Automation products and systems.
Analytical, technical thinking with a focus on detail and willingness to take
ownership when solving complex issues. Ability to travel up-to ‎20% Proficiency
in both spoken & written English language is required, Arabic is a plus.