Costumer Service Engineer, Medium Voltage

Job description / Role

Job Purpose

provide technical support, resolve issues, and ensure customer satisfaction by delivering efficient and effective service.

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:
- Training of sub-ordinates and forming a team to get the work effectively.
- Provide leadership, coaching, and direction to subordinates in all aspects of their work.
- Delegate sub-ordinates in each respective assignment.
- Ensures fair distribution of tasks to maintain morale, motivation of subordinates.

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:
- Resolve 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 seeking automations opportunities as much as possible.

Compliance:
- Comply to related policy and procedures and work instructions.

Academic Qualification
- Bachelor Degree in Business Administration

Work Experience
- 2 to 4 Years

Technical / Functional Competencies
- Customer Service Orientation
- Customer Service Programs

About the Company

alfanar builds efficient energy systems & solutions of the present and sets up infrastructures for a brighter future.

We assist utility sector partners & customers in transforming cities into sustainable, habitable, and inclusive Smart Cities by harnessing renewable energy resources from wind, solar, and waste heat energy. Promoting the transition to a sustainable eco-conscious future.

Using world-class technologies, we develop unrivaled quality electrical solutions & products from our manufacturing facilities, to solve the world’s major energy challenges and make the world a better viable place.

Diligence, Efficiency, and Innovation are the key criteria our teams adopt in order to continuously provide effective solutions. We’re constantly equipping our teams with the tools they need to expand their horizons and reach higher grounds.

Being in an ever-changing environment with a crucial impact on their surroundings, our employees are nurtured to become keen thinkers with highly refined skills and a consistent outlook on the future, working together on finding the next big innovation.