Senior After Sales Engineer

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 areas

Customer 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 accountability

HR 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 efficient 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 policies and procedures and work instructions.

Health, safety, and environment:

• Ensure compliance of 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 and services.

Academic qualification

Bachelor's 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