DUTIES AND RESPONSIBLITIES:

DUTIES AND RESPONSIBLITIES:

• -Provides guidance and oversight on all Audio Visual and Control projects.
• -Develops and maintains quality documentation & procedures for the projects.
• -Dispatches the installation work on the technicians and support engineers ensuring that all work is conducted on time and with proper quality.
• -Preparing BoQ, solution design based on customers’ requirements and RFPs.
• -Preparing logical and physical diagrams.
• -Doing presales activities, presentations, doing demos and POCs
• -Preparing proposals, technical write-ups and user manuals.
• -Manages the customer installation process based on business and technical requirements indicated in the design.
• -Ensures that all customer problems are promptly and professionally resolved by the technical support team.
• -Acts as an escalation point for high severity customer issues that arises from within the team; directly from customers; or from other functions such as Sales and manages customer escalations with the vendor if the need arises.
• -Works to ensure that customer satisfaction is always our highest priority; Develops and communicates the expectation and acceptable levels of service required by our customers. Ensures all support requests are managed, assigned, and completed to agree upon expectations.
• -Works closely with customers, Support Engineers, Development Engineers, Professional Service engineers, Product Management team and Sales Engineers to share product knowledge and provide resolution to customer requirements.
• -Demonstrate a model leadership and perform all people management responsibilities ensuring high morale and attainment of operational objectives by ensuring:
• -Proper staffing of own department in line with the business plans
• -Employees have clear job objectives
• -Employees receive the appropriate training and development
• -Employees receive appropriate compensation in line with their performance
• -Maintain continuous 2 ways communication with the teams
• -Motivate and recognize top performers

EDUCATION, KNOWLEDGE AND EXPERIENCE:

• -Bachelor’s Degree in Computer Science, Electrical Engineering, Communications Engineering, or equivalent discipline
• -Fluent English and Arabic, both spoken and written
• -Good understanding of company’s products and services
• -Experience in managing Audio Visual and Control related projects and initiatives
• -Experience related to installing, maintaining, and troubleshooting products
• -Experience with AutoCAD and Microsoft Visio
• -An understanding of business processes and constraints
• -Minimum 8 years of experience with at least 1 year in a similar position