Senior Technical Support Engineer

Lucy Electric

Job Purpose

The role is responsible for providing comprehensive technical and application support to customers and internal teams globally, ensuring alignment with business goals and customer needs. This role combines expertise in technical support, training, and development to optimize product implementation, compliance, and customer satisfaction. It involves designing and delivering tailored solutions that integrate switchgear, automation, and third-party devices, while fostering continuous improvement through innovative application strategies and adherence to industry trends. The role also evaluates, develops, and manages technical training programs to enhance organizational and individual capabilities, ensuring cost-effectiveness and alignment with business objectives.

Key Accountabilities:

1. Global On-site Customer Support: Deliver end-to-end technical support for installation, operation, and automation of systems at customer locations worldwide, ensuring optimal performance and customer satisfaction.

2. Internal Technical Support: Provide expert-level technical assistance to sales, engineering, and production teams across all Lucy Electric business units, fostering cross-functional collaboration and operational excellence. Provide new application solution with new technology trends to maintain compliance with customer specification in Smart solutions.

3. Innovative Application Solutions: Develop and implement advanced application solutions leveraging emerging technologies to meet evolving customer specifications and drive compliance in smart solutions.

4. Technical Training Program Design: Strategically design, develop, and expand training and development programs and material, tailored to organizational, individual, and customer requirements to build capabilities and enhance performance.

5. Customer Product Approvals: Facilitate product approval processes with customers by aligning technical documentation, demonstrations, and applications with their specific standards and regulatory requirements.

6. Integrated Product Solutions: Deliver holistic customer solutions by seamlessly integrating switchgear, automation systems, and third-party devices, creating unified and efficient application architectures. Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers, accountants and senior managers at board level.

7. Customer Specification Alignment: Provide deep technical insights into customer specifications and translate them into practical, real-world applications aligned with product capabilities and industry standards.

8. Cross-functional Collaboration: Work collaboratively across teams to design and deliver programs that align with the needs of stakeholders, including line managers, finance teams, and executive leadership.

9. Budget and ROI Management: Evaluate and manage the cost-efficiency of planned programs, ensuring alignment with business unit budgets and demonstrating measurable returns on investment.

10. Problem-solving Support: Collaborate with internal and external stakeholders to address specific training challenges, providing tailored solutions to enhance learning outcomes.

11. Industry Trend Awareness: Stay current with industry advancements, training methodologies, and emerging technologies through continuous professional development, networking, and research.

12. Solution Innovation and Research: Explore and implement cutting-edge methodologies and solutions to optimize product application strategies, ensuring relevance and competitive advantage in the market.

Dimensions:

1. This role will be based in Dammam but will be available to travel in the region as/when required.

Secondary Activities / Tasks

1. To undertake any other duties and responsibilities as required / instructed in order to maintain and / or improve the efficiency, quality and service provided by Lucy Electric

2. Health & Safety adherence to all Company Health & Safety Policies, Procedures and Safe Working Practices.

Experience Knowledge & Skills

Functional Competencies

International Electrical qualification or equivalent

Minimum of 8 years experience in the MV and LV industry

Experience of working in a busy office environment

Experience of delivering efficient and effective services to customers

IT literate & confident user of Microsoft Office

Drawing up a training plan

Managing budgets

Producing materials needed for training

Working with training providers to develop suitable content for the courses

Deliver training

Desirable: Experience of working in an engineering or manufacturing environment

Behavioural competencies

Effective communication and interpersonal skills at all levels

Must be able to work independently

Ability to work to tight deadlines

Ability to demonstrate effective team working

Able to prioritise workload effectively

Attention to detail

Confident

Highly organised

Able to make decisions and prioritise

Pro active

Ability to relate to others

Negotiating skills

Good motivator

Time management

Presentation skills

Ability to write reports and keep records

Work within budget