Senior After Sales Engineer, Circuit Breakers | alfanar Electric

Description: Requisition ID:28644

City: CB Opera.

Group Overview

Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design & development centers, and a host of facilities in the Middle East and other countries.

alfanar is involved in:

- Electrical, Electromechanical and Civil Engineering Construction
- Manufacturing and Marketing Electrical Construction Products
- Allied Engineering Services

Our Main Divisions:

- alfanar electric
- alfanar Construction
- alfanar Building Systems

alfanar electric

alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium, and high voltage electrical construction products.

alfanar electric operates industries in:

- Riyadh and Jubail, Saudi Arabia
- Dubai, UAE
- London, UK

alfanar has a development and engineering center in Chennai, India.

Industrial Complex, Riyadh

The center of alfanar's industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.

Spread across 700,000 square meters, the Complex houses alfanar's facilities.

The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.

Job Purpose

To serve as the primary technical and communication interface between the customer and the organization, ensuring a high level of customer satisfaction by managing inquiries, resolving product or service-related issues, and facilitating cross-functional coordination. The role also supports continuous improvement through data analysis and process enhancement.

Key Accountability AreasCustomer Interaction & Support

- 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.

Inquiry Management & Ticketing

- 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.
- Prioritize and categorize inquiries based on predefined criteria and service levels.

Cross-Functional Coordination

- Forward inquiries to relevant departments promptly for timely resolution.
- Escalate urgent or high-impact issues to appropriate internal stakeholders or management.
- Act as a liaison between the customer service team and other departments to ensure clear communication and alignment.

Data Analysis & Reporting

- 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.
- Support initiatives to optimize service efficiency and quality based on data insights.

Documentation & Systems

- Maintain detailed and accurate records of all customer interactions, including issues raised, actions taken, and outcomes.
- Use CRM or relevant service tools to log interactions and update customer history.

Process Improvement & Quality Assurance

- Implement and uphold customer service standards, policies, and procedures.
- Contribute to the development and refinement of service workflows and escalation protocols.
- Provide feedback and recommendations to improve service delivery, tools, and customer experience.





Customer Feedback & Continuous Improvement

- Collect and analyze customer feedback to identify pain points and service gaps.
- Communicate insights to relevant departments to support product or service improvements.
- Champion a customer-centric culture by promoting responsiveness and quality in service delivery.

Role AccountabilityHR Proficiency:

- Ability to obtain updated soft and technical skills related to the job.

Delivery:

- Perform the planned activities to meet the operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within productive cost and time.
- Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

- Solve any related problems that arise and escalate any complex operational issues.

Quality:

- Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

- Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.

Compliance:

- Comply with related policy and procedures and work instructions.

Health, Safety, and Environment:

- Ensure compliance with relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

- Bachelor Degree in Electrical Engineering or Any relevant field.

Work Experience

- 4 to 6 Years.

Technical / Functional Competencies

- Communication
- Creativity
- Time Management
- Well Organized
- Customer Conflict Management
- Customer Development
- Customer Engagement Best Practices
- Customer Focus
- Customer Knowledge
- Customer Profiling
- Customer Relationship Management
- Customer Service Programs

📌 Senior After Sales Engineer, Circuit Breakers | alfanar Electric Job Details | alfanar (Chennai)
🏢 Al Fanar
📍 Chennai