About This Role
This is a bridge role between engineering and customer operations at Hagbes, one of Ethiopia's largest importers and distributors of heavy machinery and equipment. Rather than designing or building anything, you would be the person ensuring that equipment already in customers' hands keeps running — coordinating parts, resolving escalations, and acting as the link between customers and the manufacturer's support network. It suits an engineer who enjoys problem-solving with people as much as with machines, and who is comfortable in a commercial environment where customer retention matters as much as technical accuracy.
What the Requirements Say About This Role
The 3–5 year window signals that Hagbes wants someone who has already absorbed the rhythm of aftermarket or field service work — enough experience to handle an escalation without hand-holding, but still hungry enough to grow into the role rather than coast. The mention of ERP tools and EOQ concepts reveals that this is not purely a technical post; the employer is looking for someone who can think in terms of inventory economics and process discipline, not just repairs. Experience dealing directly with manufacturer support departments would be a strong differentiator, since it implies you can navigate the communication chain between a local distributor and an overseas OEM. The occasional travel requirement suggests they need someone self-directed enough to manage field visits without constant supervision.
How to Approach This Application
Lead with concrete examples of situations where you resolved a customer issue that could have escalated into a lost account — Hagbes operates in a relationship-driven market where retaining a client often matters more than the margin on a single part. If you have hands-on exposure to ERP systems (even in a different industry), make that explicit, because many engineering candidates in Addis overlook this as a selling point. Mentioning any prior interaction with international manufacturers or suppliers will set you apart, as it shows you understand the cross-border dynamics that define Hagbes' business model. Avoid framing yourself purely as a technical engineer; frame yourself as someone who keeps customers operational and loyal.
Who This Role Suits
Best suited to an engineer with aftermarket, field service, or product support experience in equipment, automotive, or industrial sectors who wants to move toward a customer-facing commercial role. Given Hagbes' prominence and the relatively narrow candidate pool with both ERP literacy and manufacturer-facing experience in Ethiopia, competition will be moderate — strong for generalists, but thinner for those who match the full profile.
- Maintains customer records by updating account information.
- Responding to escalated customer support issues and submits a report for Product support services or processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Closely monitor the flow of service parts in stock using appropriate tool (ERP)and daily online sale practices relation to customers demand and establishing EOQ Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams (e.g. service center)
- Occasional travel to customer sites for support or on-site inspection /troubleshooting and have to prepare reports
- Respond to or Contact with products manufacturer support departments on support activities including product development, Coordinate with manufacturing unit to resolve production issues, enhancement and also on business relation.
- Conduct customer satisfaction survey periodically and analyze customer feedback
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information
BSc Degree in Mechanical Engineering
Minimum 5 years and above relevant experience
Experience on sales or aftermarket is preferable
How To Apply
Qualified and Interested applicants can send their Work Experience and Educational Certificate via Ethiojobs or submit in person at Hagbes PLC , Head Office, Bole road in front of Millennium Hall, Sevita Building Ground Floor until October 31, 2026
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