Senior After Sales Engineer, Circuit Breakers | alfanar Electric

alfanar; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

alfanar seeks a dedicated Customer Service professional to act as the primary interface with customers, handling inquiries, resolving product and service issues, and coordinating across departments for timely resolutions.

You will manage service tickets, analyze data for trends, and contribute to process improvements while maintaining thorough customer history and ensuring high satisfaction. 4–6 years of relevant experience preferred.

Qualifications

• Bachelor Degree in Electrical Engineering or relevant field.
• 4–6 years work experience in customer service or related role.

Responsibilities

• Respond to customer inquiries through multiple channels in a courteous and professional manner.
• Manage service tickets to track, prioritize, and follow up on requests.
• Coordinate with cross-functional teams to resolve issues and provide expert guidance.
• Analyze data to identify trends and support service improvement initiatives.
• Maintain accurate records of customer interactions and outcomes.

Skills

Communication

Creativity

Time Mgmt

Well Organized

Customer Conflict Mgmt

Customer Development

Customer Engagement

Customer Focus

Customer Knowledge

CRM

Customer Service Programs

Education

Bachelor Degree in Electrical Engineering

Any relevant field

Tools

CRM

Job description

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

Job description:

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.

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 arise and elevate 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 automations opportunities as much as possible.

Compliance:

• Comply to related policy 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/services.

Academic Qualification Bachelor Degree in Electrical Engineering or Any relevant field

Work Experience 4 to 6 Years

Technical / Functional Competencies CommunicationCreativityTime ManagementWell OrganizedCustomer Conflict ManagementCustomer DevelopmentCustomer Engagement Best PracticesCustomer FocusCustomer KnowledgeCustomer ProfilingCustomer Relationship ManagementCustomer Service Programs

Profile description:

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

The hub of alfanar’s manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square-meter complex located in Riyadh. The complex houses an array of ultra-modern manufacturing facilities and laboratories equipped with state-of-the-art technologies and staffed with highly skilled professionals.

alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.

For more information about alfanar, please visit alfanar.com