Assistant Engineer, Customer Service

Job Description

Assistant Engineer, Customer Service - DASA | alfanar Electric Description: 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 alfanars 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 alfanars facilities. The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.

Job Purpose

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

Key Accountability Areas

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.

Role Accountability

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 automation 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

• Diploma Degree in Electrical Engineering or any relevant field

Work Experience

• 2 to 4 Years

Technical / Functional Competencies

• Accountable
• Adaptability
• Communication
• Conflict resolution
• Creativity
• Initiative
• MS Office
• Teamwork
• Well Organized
• Work under pressure

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