Senior Customer Quality Specialist📣 Job Ad

About the Role

Lucy Electric is seeking a Design Engineer for contract projects to provide essential local engineering support. This role offers an opportunity to develop in-depth knowledge of Lucy Electric products and their applications within the electricity industry. The Design Engineer will serve as a key local contact for the wider Contract and Engineering team, collaborating closely with design, contract, and technical engineers.

Key Responsibilities

• Liaise with Sales, Contracts, Engineering, and global Operations staff to deliver customer requirements within specified timescales, budgets, and operational constraints.
• Interpret customer requirements and internal specifications to produce detailed designs using 3D CAD software.
• Issue drawings and bills of material to the factory and customers utilizing the Lucy CAD system.
• Develop secondary designs for specific customer requirements that fall outside the standard configurator system, potentially involving prototype builds and trials.
• Positively contribute to achieving the budgeted annual sales target.
• Adhere to ISO 9001 quality standards in all aspects of work.
• Thrive in a high-pressure and developing environment, demonstrating a commitment to continuously improving departmental standards and quality.
• Ensure adherence to all Company Health & Safety Policies, Procedures, and Safe Working Practices.
• Undertake any other duties and responsibilities as required or instructed to maintain and/or improve the efficiency, quality, and service of the department.
• Consult with clients to communicate their application needs to the development and engineering team.
• Demonstrate Lucy Electric products to customers when required.
• Provide local technical support and engineering resource for contract projects.
• Create contract drawings and engineering BOMs for both internal and external customers in KSA and overseas.
• Develop and trial new features for switchgear products.
• Prepare electrical schematics and wiring diagrams.
• Liaise with customers during product inspections.

Qualifications and Requirements

• Degree in Mechanical and/or Electrical Engineering.
• Proven work experience within a similar role.
• Understanding of manufacturing business operations, people management, financial considerations, quality management, and innovation.

Required Skills

• Proficiency in 3D CAD software.
• Excellent teamwork and interpersonal skills, with an understanding of different cultures.
• Demonstrated curiosity and a drive to go beyond the obvious.
• Ability to identify and target new opportunities and set clear objectives.
• Commitment to continuous improvement.
• Facilitates open communication.
• Proactively acts to gain customer trust.

Role Context

This is a contract position based in Dammam, Eastern Province, Saudi Arabia. The role is office-based within the company premises. The Design Engineer will report to the Customer Operations Manager based in Dubai.

About the Role

AlSagr Cooperative Insurance Co is seeking a dedicated Customer Experience Specialist to join its team in Dammam, Eastern Province, Saudi Arabia. This full-time position is integral to enhancing customer satisfaction, optimizing customer journeys, and ensuring a consistently high-quality experience across all interaction points. Reporting to the Customer Experience Manager, the specialist will analyze customer feedback, identify areas for service improvement, and collaborate with various departments to achieve exceptional customer service standards aligned with regulatory requirements and company objectives.

Key Responsibilities

• Monitor and evaluate customer interactions across all channels, including branches, call centers, websites, mobile applications, email, and social media, to ensure service quality.
• Map and analyze customer journeys to identify pain points and opportunities for enhancement, aiming to improve overall customer satisfaction and loyalty.
• Develop and implement strategic customer experience initiatives designed to elevate customer satisfaction and foster long-term loyalty.
• Champion and embed customer-centric practices throughout the organization to ensure a consistent focus on customer needs.
• Manage customer satisfaction surveys and feedback programs, collecting valuable insights into customer perceptions.
• Analyze customer complaints, suggestions, and survey results to identify root causes and trends in customer experience.
• Prepare comprehensive periodic reports detailing customer experience trends, underlying issues, and actionable recommendations for improvement.
• Monitor key customer experience indicators (KPIs) and provide insightful, data-driven recommendations to stakeholders.
• Track and analyze customer complaints and escalations, ensuring they are managed effectively and efficiently.
• Coordinate with relevant departments to ensure the timely and satisfactory resolution of customer complaints.
• Identify recurring issues that lead to complaints and recommend corrective actions to prevent future occurrences.
• Ensure strict adherence to all regulatory requirements for complaint handling and customer protection.
• Conduct service quality assessments and customer experience audits to maintain high standards of service delivery.
• Monitor adherence to service standards and evaluate customer service performance against established benchmarks.
• Recommend process improvements to enhance service delivery efficiency and effectiveness.
• Collaborate closely with Claims, Underwriting, Sales, Operations, IT, and Compliance teams to foster a unified approach to customer experience.
• Support the successful implementation of customer-focused projects and strategic initiatives across the company.
• Actively participate in digital transformation projects aimed at significantly improving the customer experience.
• Track and report on key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Complaint Resolution Time, First Contact Resolution (FCR), and Customer Retention Rate.
• Prepare detailed monthly and quarterly management reports on customer experience performance and initiatives.

Qualifications and Requirements

• A Bachelor's degree in Business Administration, Marketing, Insurance, Customer Experience, or a closely related field is required.
• Professional certifications in Customer Experience, such as those from CXPA or CCXP, are highly preferred.
• A minimum of 2 to 5 years of relevant experience in Customer Experience, Customer Service, Quality Assurance, or a similar role.
• Prior experience within the insurance industry is strongly preferred, demonstrating an understanding of its unique customer service landscape.
• Possess a solid understanding of insurance products, claims processes, and established customer service standards within the industry.

Required Skills

• A strong, inherent customer-centric mindset, prioritizing customer needs and satisfaction in all actions.
• Excellent analytical and problem-solving skills, with the ability to dissect complex issues and develop effective solutions.
• Exceptional communication and presentation skills, enabling clear and persuasive interaction with diverse stakeholders.
• Proficiency in data analysis and reporting, translating raw data into actionable insights.
• Demonstrated skills in process improvement and project management, driving initiatives from conception to completion.
• Competency in Microsoft Office Suite and experience with various customer feedback tools.
• A proven ability to work collaboratively and effectively across different departments and teams.
• Knowledge of relevant insurance regulations and customer protection principles is essential.

Work Location and Type

This is a full-time position based in Dammam, Eastern Province, Saudi Arabia.

About the Role

Baker Hughes, a leading energy technology company, is seeking a Control Field Service Engineer to join their Industrial and Energy Technology (IET) team. This full-time role is based in Dammam, Eastern Province, Saudi Arabia. The position is essential for ensuring the successful execution of site activities and the continuous, safe operation of equipment for global energy and industrial clients. The role involves managing complex site operations and serving as a key technical liaison.

The Industrial and Energy Technology (IET) division operates globally, offering a comprehensive portfolio of rotating equipment, process flow, transmission technology, and lifecycle services. As a Control Field Service Engineer, you will contribute to Engineering Transformation efforts by improving engineering processes and ensuring client satisfaction through technical expertise and site management.

Key Responsibilities

• Oversee and ensure fulfillment and compliance with all contractual requirements, in collaboration with Baker Hughes Project and Service Managers.
• Lead and execute loop check and commissioning phases of projects, performing necessary functional tests to ensure system integrity.
• Lead and execute unit start-up and performance tests, verifying proper and safe operation of machinery by evaluating running parameters.
• Troubleshoot and resolve control system problems during site operations.
• Prepare for and manage field service jobs and interventions in coordination with project managers.
• Author accurate and professional reports, acting as the primary technical point of contact between customers and the Baker Hughes Engineering team.
• Interface with all involved functions to ensure seamless project execution and communication.
• Utilize company e-tools to retrieve technical documents and manage packing lists, bills of material, and drawings.
• Ensure all in-field activities are conducted safely, adhering strictly to company Environmental Health & Safety (HSE) guidelines and procedures.

Qualifications and Requirements

• A degree in Engineering.
• 5 to 10 years of related work experience in Oil & Gas industry field activities.
• Strong knowledge of MKVI and MKVIe control systems.
• Strong knowledge of rotating equipment control philosophy, including Gas Turbines, Steam Turbines, Centrifugal Compressors, and Reciprocating Compressors, along with their auxiliaries.
• Good knowledge of the English language.
• Strong analytical and problem-solving skills.
• Work authorization in the Kingdom of Saudi Arabia.

Required Skills

• Control System expertise.
• Proficiency in MKVI and MKVIe.
• Deep understanding of Rotating Equipment Control Philosophy (Gas Turbine, Steam Turbine, Centrifugal Compressor, Reciprocate Compressor).
• Strong Analytical Skills.
• Excellent Problem-Solving Skills.
• Adherence to HSE Guidelines.

Work Environment and Schedule

This is a full-time position based in Dammam, Eastern Province, Saudi Arabia, involving work at customer on-site locations. Upon completion of assignments, engineers will have a rest period operating from home before commencing their next project.