Position Title: Technical Support Coordinator.
Roles & Responsibilities:
Technician Monitoring & Performance Management
- Supervise and follow up with Saudi technicians on a daily basis.
- Track technician KPIs (response time, completion rate, quality of service, etc.).
RMA Handling
- Manage all RMA cases related to TV products and other devices.
- Communicate directly with factories to initiate, follow up, and close RMA cases.
- Ensure proper documentation, photos, and reports are attached for each case.
- Maintain a detailed RMA tracking sheet and update it regularly.
Compensation & Replacement Management
- Coordinate with factories on all compensation and replacement units.
- Verify the validity of compensation claims before submission.
- Follow up on shipment status, delivery, and confirmation of received parts.
- Prepare monthly reports summarizing compensation activities and results.
MOT Training & Development
- Conduct and organize technical training sessions for MOT.
- Ensure that technicians are up to date with the latest product knowledge, repair techniques, and company policies.
- Evaluate training effectiveness and recommend continuous improvements.
- Maintain training attendance records and performance evaluations.
System Administration & Coordination
- Manage internal technical support documentation, reports, and case updates.
- Support the department with any data entry, report generation, and follow-up tasks.
- Coordinate between technical support, logistics, and factory teams for case resolution.
Reporting & Communication
- Prepare and submit periodic reports (weekly/monthly) on technician performance, RMA status, and compensation progress.
- Ensure effective communication between all stakeholders (technicians, management, factories, and customers).
Required Skills & Competencies:
- Minimum years of experience not less than 3 years in the same filed.
- Strong organizational and coordination skills.
- Excellent communication (English & Arabic preferred).
- Proficiency in Microsoft Excel and reporting tools.
- Experience in handling RMA or warranty cases is an advantage.
- Ability to lead and train technical teams.
