Job Description
Purpose of Job
Responsibilities
A. Customer / Supplier Relations Management
• Demonstrates professionalism, reliability, and upholds the company’s high standards in all external interactions.
• Promotes the company’s image when dealing with customers, consultants, and suppliers.
• Informs customers about repair status, payment methods, and delivery arrangements.
• Escalates customer complaints to the concerned Manager.
B. Technical Support
• Visits customers’ sites upon request, to evaluate specific requirements and constraints.
• Collaborates with Sales Support Engineers to provide accurate and timely technical solutions.
• Coordinates with customer site engineers regarding installation and commissioning of sold systems.
• Keeps abreast of the latest evolution of technologies and new products.
• Manages maintenance contracts in coordination with the technical team.
• Provides mechanical consultants with technical reports and value engineering when needed.
• Performs testing and commissioning of big projects in Lebanon and abroad.
C. After Sales
• Investigates factory defect claims in coordination with the BUH and follows up with suppliers until resolution.
• Responds to maintenance and repair requests by dispatching technicians or intervening directly when needed.
• Ensures compliance with technical standards and company procedures.
• Coordinates invoicing of maintenance works, spare parts, and re-sales with relevant departments.
• Processes after-sales transactions in the ERP system, including service requests, goods issues, and sales orders.
• Uploads all service-related documentation into the ERP system.
• Monitors spare parts stock levels in coordination with the Warehouse Manager and submits replenishment requests.
• Participates in year-end inventory counts.
• Monitors tools and spare parts assigned to technicians (workshop, vehicles, equipment).
• Provides regular updates to customers regarding repair progress and ensures deadlines are met.
• Submits monthly after-sales activity reports to the Administration & Logistics Manager and Head of Department.
D. Technical Team Management
• Supervises and guides outdoor technicians, providing technical direction and leadership.
• Evaluates team competencies and recommends or conducts technical training programs.
• Ensures proper allocation of tasks and performance follow-up.
Requirements
• Strong leadership and team management skills
• Strong analytical and problem-solving skills
