Senior Manager Technical Product In-country EDGE Group PJSC

Key Accountabilities:

The Technical Product Senior Manager heads up the Technical and ILS function for the International Business Operations Team. The individual works across multiple contracts and knows the EDGE Group products, can train the End Users, setup in country & provide hands on field support and training. Post deployment of the products, problem solving in remote location will be their responsibility when necessary.

Core Accountabilities

• Work with the Program Managers to ensure readiness to deploy equipment and services overseas,
• Confirm that the company personnel team is suitably trained and qualified to deliver the service to the overseas client.
• Establish the initial support package for all products. These tasks include calculation of requirements for spare parts, special tools, and documentation for startup and training.
• Define the Bill of Material required for a specified initial period oversea to enable a smooth installation and setup.
• Define the support, infrastructure and test equipment options for the customer, engaging with Sales team before contract.
• Manage the successful setup of any onsite capabilities.
• Take responsibility for initial assessment of problem solving all in-service Incidents, and decide how to provide continuity support to the Client.
• Coordinate with Logistics for any factory return repairs.
• Work to ensure that all contractual commitments are met within budget, quality and timescales
• Identify and manage any in-service technical product risks including logistic delays.
• Ensure that all aspects of the Service are carried out in accordance with Customer expectation and satisfaction while balancing contractual obligations.

Supporting Accountabilities

• Work closely with other disciplines to ensure an effective service strategy is defined.
• Build and maintain relationships with the development/manufacturing teams
• Provide inputs to ILS reviews for documentation, training and spares provisioning
• Provide expert advice for any specific on-site maintenance facilities.
• Actively encourage continuous improvement including software, hardware, documentation and procedural changes.