Customer Service Representative

About the role

The Customer Service Representative provides post‑sales technical support to clients across the Middle East, ensuring issues are resolved and customer satisfaction is maintained. The role involves handling documentation requests, troubleshooting warranty problems, and delivering on‑site assistance when required.

Key responsibilities

• Provide post‑sales support and resolve technical issues for clients.
• Supply documentation such as drawings, manuals and product specifications in response to inquiries.
• Troubleshoot warranty‑related problems, arrange replacement parts and coordinate service technician visits.
• Deliver on‑site technical support, including international travel within the region.
• Prepare quotations for replacement parts or product modifications not covered by warranty.
• Manage repair, testing and shipment of controllers returned for upgrades or component replacement.
• Follow up with customers to assess effectiveness of solutions and warranty actions.
• Oversee payment or credit arrangements related to service, parts and modifications.
• Collaborate with internal departments (Sales, Administration, Engineering, Stock, Testing) to gather information and ensure seamless support.
• Perform additional tasks assigned by the Customer Service Manager or Operations Manager.

Required profile

• Minimum 24 months of relevant experience in customer or technical support.
• Demonstrated enthusiasm for the role and proactive problem‑solving attitude.
• Ability to work full‑time (48‑hour week) and travel locally and regionally as needed.
• Reports to the Customer Service Manager and/or Operations Manager.

Required skills

• Documentation handling
• ERP systems
• Troubleshooting
• Communication
• Technical support