Customer Service & Support Jobs in Dammam, Saudi Arabia (Now Hiring) — 43 open — Page 3

Overview & Responsibilities

To ensure total alignment with client operational needs, EEE will assign a dedicated Customer Project Managers (CPM) to work closely with the Client. This role provides continuous support, improved communication, and proactive project management directly at Client sites and headquarters. When not deployed on field assignments, the primary location will be at the Client office in Al Jubail, with expectations for regular, scheduled site visits to all Client end-users and affiliate sites where the EEE fleet is installed.

The Customer Project Manager coordinates the administrative, contractual, technical, and commercial aspects of field service and repair projects from initial inquiry to final billing and collection, directly producing service income for EEE. The incumbent manages multidisciplinary projects involving multiple EEE departments and product lines, as well as non-EEE products. On major projects, the CPM directly supervises and provides onsite project management for the installation, commissioning, overhaul, rerate/modifications, and troubleshooting of EEE and other OEM equipment (aligning with Field Service Project Manager requirements). This requires deep engineering knowledge to direct projects from inception (quote stage) to commissioning while ensuring execution remains strictly within budget.

Stakeholder Engagement Matrix

The CPM acts as the core liaison across internal departments, client divisions, and third-party compliance bodies:

Internal EEE Contacts

All levels of management and assigned personnel in:

• Field Service Operations
• Repair Shop Operations
• Service Parts Operations
• Technical Service
• Rerates and Modifications
• Aftermarket Sales
• Finance/Accounting
• Legal/Contract Administration
• HSE

External Client Contacts

• Headquarters (HQ) departments
• HSE
• Procurement
• Engineering
• All key Affiliate sites

Project, Third-Party & Compliance

• Vendors
• Sub-contractors
• Service Providers
• Internal and external ISO & HSE auditors

Turnaround Project Management & Field Support

This role requires a wide range of independent action and decision-making throughout the entire project lifecycle (from RFQ to invoicing):

• Sales Integration & Proposals: Support service sales operations when selling major field projects; technically support Sales teams and representatives during proposal presentations to customers. Collect data, understand scopes of work, conduct site surveys for technical/commercial proposals, and assist the Sales team with Terms & Conditions (T&Cs). Issue comprehensive technical proposals, including detailed work scopes, project plans, and manpower plans for Field Service projects.

• Costing, Pricing & Resource Mobilization: Compile cost data for project man-hours, materials, and equipment required for implementation so the Sales team can establish commercial proposals and finalize job pricing. Plan jobs by scheduling and mobilizing personnel, tools, equipment, subcontractors, and goods; issue corresponding internal and external purchase orders and project order entries.

• Onsite Execution & Supervision: Lead and coordinate EEE field activities at Client sites; manage onsite projects directly or actively support execution as an engineer. Supervise and schedule subcontractor teams for both major and minor projects. Brief all personnel (project managers, service engineers, technical representatives, subcontractors) prior to site work to ensure complete technical, commercial, and safety understanding.

• Outage & Maintenance Planning: Support the Client with turnaround and maintenance planning; coordinate EEE bids for turnaround projects to ensure total alignment with Client requirements. Coordinate essential pre-turnaround activities, including spare parts planning, equipment surveys, and logistics.

• Project Controls & Financial Management: Perform planning, technical detailing, and create work method statements to establish work requirements; manage projects dynamically within planned man-hours and financial budgets. Track project "extras" (additional working time, materials, etc.), initiate order amendment requests, and handle/log technical and commercial issues (including warranty handling and logging).

• Invoicing, Closure & Access: Monitor project progress against contractual milestones to execute invoicing on progress payment orders; coordinate in-process cost tracking, initiate final invoicing upon completion, and assist in the collection of outstanding monies when necessary. De-brief teams post-job to establish internal lessons learned, implement/communicate discovered improvements, attend project closeout/lessons learned meetings with customers, and conduct self-assessments on assignments to improve products, processes, or quality systems. Maintain active, valid gate passes for all sites with an installed EEE fleet to ensure immediate emergency support when required.

Equipment Condition, Lifecycle Support & Technical Diagnostics

• Surveys & Performance Monitoring: Conduct detailed on-site surveys and monitor equipment performance to share data-driven insights on reliability improvements.

• Technical Troubleshooting: Assist with equipment troubleshooting, failure analysis, Root Cause Analysis (RCA), and define preventative and corrective actions.

• Strategic Recommendations: Provide professional recommendations on maintenance, repair, spare parts strategies, modifications, and upgrades designed to extend equipment life, improve safety, or maximize efficiency.

Quality, Safety, Compliance & Risk Management

• System & Safety Alignment: Perform all daily work in strict alignment with company guidelines as defined by the Quality and HSE management systems. Prepare necessary project risk assessments, safety documentation, and specialized rigging studies. Take an active, leading role in ensuring all work is executed safely to prevent injury to personnel or damage to equipment, including preparing and conducting on-site toolbox talks.

• Quality Control & Nonconformity Prevention: Establish quality and documentation requirements for projects; initiate immediate action to prevent the occurrence of any nonconformity relating to products, processes, or the quality system.

• Risk & Liability Management: Perform advanced planning to avoid field delays and protect profit margins. Define problems expeditiously, exercise independent judgment/corrective actions based on trouble severity, resolve the Company’s liability in failure claims, verify the validity of customer claims, and involve upper management as necessary.

Business Development, Client Relations & Continuous Improvement

• Market Intelligence & Growth: Keep Aftermarket Sales personnel and the Field Service Manager promptly and thoroughly informed on all immediate/future sales potential, performed work, quality trends, and customer reactions. Promote deep customer goodwill through effective communication and cooperation; make targeted courtesy calls to check customer inventories, promote parts sales, inspect new equipment shipments, and sell services in conjunction with Service Sales Engineers.

• Reporting & Knowledge Sharing: Provide formal post-project and lessons learned reports; prepare required service reports promptly and completely, noting specific instances with dates and names of connected persons. Benchmark and share industry best practices; facilitate technical seminars and targeted training sessions on EEE products for customer personnel.

• Performance Reviews & Feedback Loops: Conduct regular performance review meetings and improvement sessions; capture active feedback from Client affiliates on EEE performance to develop continuous improvement initiatives. Contribute new ideas to improve product design, aesthetics, and company service, while actively working to eliminate reoccurring field troubles.

• Data & System Management: Oversee KPI management and reporting (based on mutually agreed-upon EEE/Client metrics). Develop, manage, and maintain a comprehensive fleet historical database containing all documentation (Manuals, Reports, Parts lists), as well as a centralized ticketing system to track and record support requests. Provide support to all department activities as directed by Field Service Operations management.

Education, Domain Expertise & Aptitudes

• Degree Requirement: Bachelor’s degree in Mechanical Engineering or a closely related technical field (or an equivalent combination of education and hands-on experience).

• Years of Experience: 5 to 10 years of proven experience in the industry.

• Technical Domain Expertise: Direct experience working with steam turbines, process compressors, steam turbine generators, and auxiliary equipment, including a strong working knowledge of related industry standards. Broad familiarity with EEE product lines as well as rotating machinery manufactured by other OEMs.

• Technical & Cognitive Aptitudes: Strong thermodynamic aptitude and mechanical aptitude for high-speed rotating machinery. Functional knowledge of system controls. Proficient in reading, interpreting, and understanding complex technical drawings, blueprints, layouts, and schedules. Proven ability to author highly technical field reports, root cause analyses, and work method statements.

Commercial, Leadership & Soft Skills

• Commercial & Leadership Capabilities: Expertise handling the contractual, commercial, and administrative aspects of field jobs within an international turbomachinery environment. Strong supervisory skills necessary to direct, schedule, and coordinate diverse teams of 20 to 100 lead engineers, technical representatives, and labor personnel assigned to major site projects. Demonstrated selling and negotiation skills.

• Soft Skills & Adaptability: Highly organized, self-motivated, flexible, and resilient when coping with a wide variety of tasks, shifting environments, and complex forms of contract. High level of comfort navigating cultural diversity and strict health and safety (HSE) management systems.

• Communication & Relationship Management: Excellent verbal and written communication skills with a profound, professional command of the English language. Natural ability to nurture strong working relationships with internal and external contacts, backed by proven conflict resolution skills.

Presentation & Software Proficiency

• Presentation Skills: Ability to collect, analyze, and present data in a clear and coherent manner, utilizing appropriate mediums.

• Computer & Software Systems: Advanced capability utilizing industry-standard software tools, including Microsoft Office Suite (specifically Excel), Project Management Software (MS Projects, Primavera), and Enterprise Systems/Databases (Oracle, Windchill, Lotus Notes).

Base Location & Work Schedule

This is a full time permanent position based in Dammam, Saudi Arabia

The world turns to Ebara Elliott Energy.

Customers throughout the world choose Ebara Elliott Energy for the design, manufacture and service of their critical rotating equipment. EEE’s global service network routinely installs, overhauls, repairs, upgrades and rerates machines from any manufacturer. Customers everywhere turn to EEE for precision engineering, extraordinary reliability and unparalleled service.

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