Product Specialist

1 day ago

Riyadh, Saudi Arabia ABANA Enterprises Group Co. Full time

**Role Purpose**:
Provide intensive technical and product support to Field Service, Helpdesk, Workshop, and external customers.

The Product Specialist works under the supervision of a Product Specialist Supervisor.

The Product Specialist has significant administrative responsibilities and should have a keen eye on quality to ensure that our products are supported for technical hardware & software solutions.

Coordination with Product Manager and software support team is required. It is the responsibility of the product specialist team to train technicians to resolve all technical issues at customer sites.
- ** Duties/Core Responsibilities**:

- To develop and provide a high-level Product Knowledge and technical awareness to technicians and other staff (as needed).
- To monitor all Trouble Tickets of concerned product(s) on a daily basis and ensure that they are closed in a timely manner.
- Assist technicians if required on technical issues via phone or in person at customer sites.
- To develop, and update Troubleshooting Guides / Solution Manuals / User Manuals / Technical service manuals / Inspection checklist on respective products to technicians and ensure that all materials are provided to concerned parties.
- Escalation of potential problematic issues to suppliers / manufacturers in coordination with Product Manager and Technical Support Manager or Technical Director.
- Conduct trend analysis of product-related issues and present to Technical Support management on a quarterly basis.
- Perform product demo and follow-up on the progress of product demo and report to Product Support Manager and respective Product Managers and handle product enquiries for demos.
- To survey and monitor products of ABANA competitor and update concerned persons, when required.
- To respond on an agreed timeframe to queries of customers. Must engage with Product Managers to evaluate new products and to perform quality assessment of new products and service feasibility

**Requirements**:

- **Education and Training**:

- Graduate of Technical related educations.
- **Experience**:

- At least 1-2 years’ experience as Jr. Product Specialists
- ** Skills and Attributes**:

- Good communications skills.
- Ability to provide telephonic support; able to remotely diagnose and provide assistance to both internal and external customers and technician.

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