Wael Nour manages a group of customer service engineers in Saudi Arabia. He is responsible for meeting district goals through high quality customer support, equipment installation and maintenance. Nour also oversees spare parts management, customer problem resolution, and ensuring strong relationships between local sales, technical, and customer service teams.

1. Wael Nour– DistrictService Manager- Saudi
Manages a groupof CS Engineerstomaintainandincrease customersatisfactionthroughhighquality
installation,repair,modificationandpreventative maintenance of equipmentandsoftware withinSaudi
Arabia. Promotesdevelopmentof strongcooperative relationshipwithlocal SalesandTechnical
Operationsorganizations..
•Manages and coordinatesfieldoperationsforall CSfunctionswithinSaudi Arabia.Thisincludes
meetingdefineddistrictgoalsandobjectives.Forecastspersonnelrequirementsthroughmaintaining
effectivecommunicationwithSales,Professional ServicesandotherServiceorganizations.
•Directsthe effortsof a diverse groupof Technical andService Accountemployeesengagedinthe
oversight, installation,repair,modificationandpreventive maintenance of equipment,networksand
software.
•Performsefficientspare partsmanagementinareaof control.Responsible forassuringthe accurate
and timelyadministrationandreportingof customeraccountactivitiesutilizingbothlocal andcorporate
systemsresourcesanddatabases.Maintainscustomerfilesandoffice recordsof all local service
activities.
•Maintainsawarenessandispersonallyinvolvedinthe managementandresolutionof customer
situationsandequipmentandsoftware problems.Acquirestechnicalsupportasneededtominimize
equipmentdowntime.
•May frequentlynegotiate withpeerstofacilitateallocationof resourcestospeedproblemresolution.
•Schedulesinstallationandservice callsasrequired.Insuresthatthe InstallationPlanningDocumentis
completedforall installations.Monitorsall local CSactionstoassure theyare clearlycommunicatedto
all involvedpartiesinatimelymanner(Customers,Technical Support,Sales,Professional Servicesand
otherService personnel).AssistsSalesinpresentingEMCto potential customers.Resolvesaccount
managementproblems.
•ProvidesStrategicAccountinterface asassigned.
•Ensureshighdegree of customersatisfactionthroughbothdirectandindirectcontact.Thiswill include
maintainingclose customercontactduringthe resolutionof problemsituations.Validdriver’slicense
and reliable automobile.Mustcarry a pager,travel requiredforcustomercontact.
•Assignsaccountresponsibilitieseffectivelyutilizingall availableresources.ImplementsbothCorporate
and CS policiesandproceduresandrecommendsrevisionsbasedonlocal businessneedsandareasof
expertise.
•Manages directreports.Conductssalaryandperformance reviews. Coaches.Guidesthe creationand
implementationof individual careerdevelopmentplans.

2. •SchedulestrainingforCustomerEngineersasneeded.Communicatesandenforcesall EMCpoliciesand
procedures.