ASSISTANT ENGINEER, CUSTOMER SERVICE

This position exists to assist in perform engineering tasks efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Order Reception and Creation:

• Receive non-warranty work/service orders.
• Generate under-warranty service orders for customer complaints in SAP.

Requirements Study:

• Examine the service order's requirements and identify necessary resources (material, manpower, time, etc.).

Material Availability Check:

• Verify the availability of required material in stock and other resources for the service order.

Coordination and Scheduling:

• Coordinate with the customer to schedule a site visit.

Site Visit Execution:

• Organize and execute the site visit according to the agreed schedule with the customer.

Inspection and Problem Analysis:

• Conduct necessary inspections or testing to analyze the identified problem.

Solution Provision and Reporting:

• Provide solutions, prepare a defect report, and recommend further actions.

Assisting Customer Technicians:

• Assist the customer technician in coordinating their site visit.

Reporting and Feedback:

• Create the site visit report.
• Gather feedback from the customer.

Resource Consumption and Order Confirmation:

• Consume resources (material, manpower, time, etc.) allocated for the service order.
• Confirm the order status in SAP.

Non-Conformity Reporting:

• Reporting Defective Materials:
• Issue a non-conformity report to the purchasing department for defective materials discovered within the warranty period.

Record Maintenance and Reporting:

• Maintain comprehensive records of customer services.

Monthly Reporting:

• Prepare a monthly report summarizing customer services.

Continuous Improvement:

• Provide valuable input for product improvement based on customer complaints and feedback.

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job
• To have a vision and a plan for the career path and how to achieve it.

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 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 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.

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