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 Building Systems
alfanar Construction is classified as a Grade I contractor by the Contractors Classification Committee of the Government of Saudi Arabia.
alfanar Building Systems manufactures and markets a variety of building construction products and systems. .
The core manufacturing activities of the industries operating under alfanar Building Systems are:
• Ceramic wall and floor tiles
• Façade cladding, glazing systems and architectural aluminum products
• Precast concrete products and architectural elements
• Office & home furniture and interior décor products
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
