Customer Support Engineer - Aftersales Quality & Claims

Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a difference to the environment? We make what matters work. To find out more about us check: https://www.youtube.com/watch?v=baa_aiJ4L7E For our Electrical Sector team in Cairo, we are looking for a motivated and enthusiastic new colleague who comes with an Engineering background, enjoys working with customers, and has analytical mindset, solid communication, prioritization, and organization skills. Based in Egypt, Cairo, the role is reporting into our Regional QESH Manager for the Middle East region. What youll do: As a Customer Support Engineer your primary function will be working closely with our team and customers in both Egypt and the entire Middle East Electrical Sector Sales Organizations to resolve customer claims to the best of customer satisfaction and Eatons interest. Helping transition to the desired energy future in the Middle East, the product line is focused on Power Management Control Components, Power Quality, and Life Safety Systems (e.g. energy storage, power distribution, Emergency Lighting and Fire systems, microgrids and green switchgear…etc.) for Energy, Residential, Retail, Commercial Buildings & Infrastructure sectors.

• Act as focal point of contact to resolve customer claims and disputes (Defect, logistics and commercial) to the best of customer satisfaction and Eatons interest
• Optimize claim resolution process (cycle time, satisfaction) by involving promptly and proactively various stakeholders (Customers, Eaton plants, 3rd party suppliers, insurance providers, logistics providers, internal teams: Sales, Ops, Service…etc.)
• Leverage applicable tools (portals, 3A / 8D…etc.) throughout entire fact finding, analysis / resolution process
• Record, review and validate claim related documentation, sales Terms and Conditions, warranty terms, supporting reports and evidences…etc
• Participate in the technical evaluation discussions (with customer, plants, technical teams, other concerned stakeholders) towards concluding Root Cause Analysis (RCA) and making appropriate decision (Acknowledge or reject)
• Arrange regular calls with high priority customers / projects
• Set the priorities with suppliers / plants to resolve claim, deliver replacement, issue credit…etc. at the earliest possible
• Document / communicate / report proceeds throughout entire fact finding, analysis / resolution process to concerned stakeholders
• Manage after sales requests such as repair of out of warranty units
• Manage the replacement process across the entire value chain; Return Merchandise Authorization (RMA), order handling, release in SAP, coordinate logistics until material delivered to the customer and update customer accordingly
• Maintain / Owns salesforce case management and claim tracker, optimize and report related metrics and dashboard on monthly basis or as needed

• Engineering education and background - such as Electrical or Manufacturing - is required for the role, due to the product line nature
• A minimum of 3 years of applicable experience in a role managing aftersales customer claims (commercial, logistics & technical)

• Customer Centric
• Process oriented with digital and continuous improvement mindset
• ERP skills, preferably SAP
• Expertise with order management and execution. Logistics, Clearance / Documentation experience is an asset
• Proficient with Microsoft Office suite
• Excellent collaboration, problem solving, communication, negotiation, and presentation skills
• Excellent organizational, follow-up, and time management skills with high sense of urgency, proactive approach, and risk assessment
• Leadership - ability to inspire communicate effectively and coordinate without direct authority
• Capability of understanding of Eaton Business System, processes, laws, rules, and regulations, and QESH standards to the extent applicable
• Ability to work in a diverse team and diverse customer base
• Fluent with English and Arabic