Technical Support and Install Base Analyst

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.