Senior After Sales Engineer Circuit Breakers alfanar Electric

About the Role

Alfanar is seeking a Senior After Sales Engineer Circuit Breakers to join their team in Riyadh, Saudi Arabia. This full-time role involves serving as the primary technical and communication interface between customers and the organization. The position focuses on ensuring high customer satisfaction by managing inquiries, resolving product and service-related issues, and facilitating cross-functional coordination. The Senior After Sales Engineer will also support continuous improvement initiatives through data analysis and process enhancement.

Key Responsibilities

• Respond to customer inquiries through various channels (phone, email, chat) in a professional manner.
• Act as the first point of contact for technical and service-related concerns, providing expert guidance and support.
• Assist customers with troubleshooting and resolution of issues related to products and services.
• Create and manage service tickets to track, prioritize, and follow up on customer requests efficiently.
• Evaluate the nature and urgency of each inquiry to determine proper routing or escalation.
• Forward inquiries to relevant departments promptly for timely resolution and escalate urgent or high-impact issues to appropriate internal stakeholders.
• Act as a liaison between the customer service team and other departments to ensure clear communication and alignment.
• Analyze customer service data to identify trends, recurring issues, and opportunities for proactive resolution.
• Generate periodic reports on inquiry volumes, response times, resolution rates, and overall customer service performance.
• Maintain detailed and accurate records of all customer interactions, including issues raised, actions taken, and outcomes, using CRM or relevant service tools.
• Implement and uphold customer service standards, policies, and procedures.
• Contribute to the development and refinement of service workflows and escalation protocols.
• Collect and analyze customer feedback to identify pain points and service gaps, communicating insights to relevant departments for product or service improvements.

Accountabilities

• Obtain updated soft and technical skills related to the job.
• Perform planned activities to meet operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide periodic reports detailing deviations and execution of planned tasks.
• Solve related problems and escalate complex operational issues.
• Ensure quality requirements to develop effective quality control and processes.
• Coordinate well-defined written systems, policies, procedures, and seek automation opportunities.
• Comply with relevant policies, procedures, and work instructions.
• Ensure compliance with relevant safety, quality, and environmental management procedures and controls.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience is required for this role.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves working within a team focused on customer satisfaction and continuous improvement in after-sales support for circuit breakers.

Application Process

Interested candidates are encouraged to apply. Salary details will be disclosed during the interview process.