Senior After Sales Engineer Circuit Breakers📣 Job Ad

About alfanar

alfanar is a Saudi Arabia-headquartered company engaged in electrical, electromechanical, and civil engineering construction. The company manufactures and markets electrical construction products and provides allied engineering services. alfanar electric, its industrial arm, produces a variety of low, medium, and high voltage electrical construction products, operating industries in Riyadh and Jubail (Saudi Arabia), Dubai (UAE), and London (UK). The company also maintains a development and engineering center in Chennai, India.

About the Senior After Sales Engineer, Circuit Breakers Role

alfanar is seeking a Senior After Sales Engineer, Circuit Breakers to join its team in Riyadh. This full-time role serves as the primary technical and communication interface between customers and the organization. The position focuses on ensuring a high level of customer satisfaction by managing inquiries, resolving product or service-related issues, and facilitating cross-functional coordination. This role also contributes to continuous improvement through data analysis and process enhancement.

Key Responsibilities

• Respond to customer inquiries through various channels (phone, email, chat) in a courteous, empathetic, and 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, contributing 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 to support product or service improvements.

Core Accountabilities

• Delivery: 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.
• Problem-Solving: Solve any related problems that arise and escalate complex operational issues.
• Quality: Ensure quality requirements are met to develop effective quality control and processes, including specifications for products or related activities.
• Business Process Improvements: Coordinate well-defined written systems, policies, procedures, and seek automation opportunities where possible.
• Compliance: Comply with related policies, procedures, and work instructions.
• Health, Safety, and Environment: Ensure compliance with relevant safety, quality, and environmental management procedures and controls within the defined area of work activity.

Qualifications and Experience

• Bachelor's Degree in Electrical Engineering or any relevant field.
• 4 to 6 years of work experience in a related field.

Work Type and Location

This is a full-time position based in Riyadh, Saudi Arabia.