JOB TITLE: RASS (Remote Automation Support Specialist)
DEPARTMENT: Remote Automation Support
REPORTING TO: Remote Automation Support Manager

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/achievements

Required

• Entry level of Engineering and/or Engineering certificate:

(Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure).

Preferred

• Infield experience for remote support

EXPERIENCE/KNOWLEDGE

Required

• Fresh or less than 3 years experience in Software / Hardware Help Desk support environments.
• Follow support process in multiple production environments and architecture platforms.
• Demonstrated ability to manage customers and deliver services to the SLAs
• Demonstrated ability to engage and drive 3rd parties.
• Excellent written and verbal communication in English.

Preferred

• Excellent written and verbal communication in French & Arabic languages

SPECIFIC SKILLS

Required

• Remote Diagnosis and problem troubleshooting.
• Incident Management.
• Problem identification
• Software and Hardware knowledge.

Preferred

• Automation

PURPOSE OF POSITION

Supporting the customers maintenance contracts in the region and achieve SLA targets.

KEY RESPONSIBILITIES

• Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
• Respond to technical assistance requests via logged tickets, emails, or phone.
• Research customer’s inquiries and questions using available information resources and advise customers on best practice and actions.
• Follow standard Support process and procedures.
• Collect the needed data from the customer to troubleshoot the issue.
• Diagnose remotely and provide basic troubleshooting of the issue reported.
• Properly escalate on time unresolved queries to the next level of support (RASE).
• Track, route and redirect problems to correct teams and resources.
• Manage support through 3rd parties.
• Provide updates to the customers on the progress and results of the troubleshooting.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, resolution, and closure of all issues.
• Develop and grow knowledge of Remote Support procedures, products, and services.
• Monitor and report on all related Remote Support KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
• Follow-up on warranty claims raised by the customers and make sure to be reported to factories on time
• Follow-up with factories to get updates on the warranty claims and keep the customers updated
• Be responsible to prepare weekly status report for warranty claims.
• All tasks that will be assigned by Remote Automation support Manager related to the department responsibilities.

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Customer Obsessed
Solicits voice of the customer and drives actions to improve customer experience
Holds others accountable for meeting customer needs
Addresses gaps in the team’s ability to meet emerging customer needs
Continuously improves processes to be more aligned with the customers
Inspiring
Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
Leads the team to pursue possibilities that will create sustainable value
Build extraordinary Teams
Nurtures and develops promising ideas through prototyping and experimentation
Challenges others to develop breakthrough solutions
Ensures that varied perspectives are included in the process of innovation
Encourages others to address challenges in new and better ways
Courageous
Builds energy and optimism in others in support of Our Shared Purpose
Communicates the vision of the organization in a way that others can relate to and buy into
Helps others envision a greater sense of what is possible for the organization’s future
Ensures that others understand how their efforts and contributions make a positive difference
Deliver results
Builds a cohesive team that drives the goals and success of the organization.
Communicates clear goals and roles to team members
Builds a team that has the right mix of skills and leverages the strengths of individual members Celebrates team accomplishments
Adaptable
Coaches people on how to take a stand in the face of adversity when they believe in something Confronts tough organizational issues and disagreements
Delivers difficult messages directly
Demonstrates the courage to say “no” when necessary
Innovative for Impact
Sets high expectations and leads others to achieve results through VBS
Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
Drives a track record of continuous improvement and sustainability
Strategic
Leads experimentation as a way to find the best solution
Shares lessons learned from both successes and failures
Creates opportunities for self and others to try new things
Applies the lessons from different experiences to new situations
Lead with VBS
Establish VBS credibility through demonstrating the ability to leading Kaizen events
Coaches leaders on how to use VBS to address business challenges and opportunities,
including selecting the appropriate tool and how to apply to generate results
Builds VBS expertise of the team, establishing and growing capable VBSL support and
VBS Champion resources that can support the team
Willing to seek out subject matter experts in the area of VBS in order to build capability within the organization