Technical Support and Install Base Analyst

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.
Basic Info

Location
Dammam, Eastern Region, Saudi Arabia

Job type
Full time

Experience
Experienced

Job function
IT, Telecom & Internet

Contract
Regular

Publication date
‎2023-‎03-‎29

Reference number
JOB_POSTING-‎3-‎22073