Job Description Summary

As part of the Solution Engineering function, the mission of the Solution
Integration Team is to ensure first class solution integration and deployment,
meeting customer requirements on time and on budget.

In addition to this key mission, the Solution Integration Team also closely
interacts with other functions such as Solution Design, Test Management and
tendering to bring integration expertise to the SWS business and to drive
excellence in execution through continuous improvement.

This role will be mainly responsible for coordinating technical Maintenance
obligations related to maintenance contracts in META region, like executing
periodical audits, solving SW issues, producing the assistance & monthly
technical reports, interfacing direct to Customers, interfacing direct to R&D
to raise issues and validate R&D deliveries.

This role will also have responsibility for the project integration and
delivery and will be based in Egypt.

Job Description

Roles and Responsibilities
* This role is responsible for activities related to projects execution and customer support, focused on meeting the Customer and shareholder objectives.
* This role will also have a high degree of 'hands-on' activity.
* Responsible for earning customer trust through solid technical execution and support- establish win/win partnerships and help deepen relationships with customers in META region.
* Act as Primary Support Engineer (PSE) for META customer accounts to ensure the technical team coordination during Maintenance and Support execution. In this role, PSE ensures the internal split and attribution of the support cases, the follows up and progress reporting.
* Drive technical expertise in the domains of support and maintenance under the scope of SCADA/EMS/DMS software, hardware, and Third-party SW to meet the contractual obligation in terms of response time and resolution time.
* Customer point of contact for specific technical matters, scope, technical questions, changes analysis and coordinate with other contributors, such as SME's, Project managers….
* Works directly with the customer or his representative to resolve any technical issues that may develop. Anticipate and keeps customers abreast of technical developments.
* Prepare the action plans, technical and Monthly maintenance reports of the performed actions and main problems identified.
* Coordinate the defects resolution and witnessing / inspection of work by the customer or his representative.
* Work as system integrator, including configuration management, build and deployment, integration of customs and external system interfaces, delivery of test platforms, and system maintenance documentation.
* Drive excellence in execution through continuous improvement via the adoption of global tools and processes and cost competitiveness actions.
Performance Measurement
* Customer Satisfaction [NPS]
* Solve the problems within response and resolution tim
* On Time Delivery
* Cost deviation + committed budget (effort) deviation
* Software Delivery Processes Compliance.
Required Qualifications
* Degree level or equivalent experience
* At least ‎5 years ' experience in Scada/EMS and DMS software delivery and customer support
Desired Characteristics
* Strong background in integration aspects related to computer systems
* Problem solving
* Industry knowledge in the field of operation and multi sites project organizations with knowledge on several aspects such as SCADA, EMS, DMS
* Process and methodology oriented
* Highly collaborative and able to work across the organization to accomplish common goals
* Driving change

Additional Information

Relocation Assistance Provided: No

LI-Remote - This is a remote position