Testing Manager, Low Voltage | alfanar Electric

Testing Manager, Low Voltage | alfanar Electric

Manage and improve customer service operations, ensuring satisfaction through efficient processes, quality control, and proactive complaint resolution. Lead development proposal implementation, analyze performance metrics, maintain data integrity, and promote communication and collaboration across departments.

Key Accountability Areas

Job Purpose Manage and improve customer service operations, ensuring satisfaction through efficient processes, quality control, and proactive complaint resolution. Lead development proposal implementation, analyze performance metrics, maintain data integrity, and promote communication and collaboration across departments.

Process and Protocol Management:

• Oversee the updating of all CSD processes, procedures, and protocols.
• Ensure strict adherence to standards for processes, procedures, and protocols.

Quality Control and Analysis:

• Implement corrective and preventive actions as needed.
• Head the Customer Service segment of the monthly QC Committee.
• Take responsibility for all customer service-related reports and their analysis.
• Monitor competitive team KPIs and conduct periodic reviews.
• Conduct regular reviews of departmental work to identify strengths, weaknesses, opportunities, and threats.

Development Proposal Management:

• Supervise all development proposals aimed at enhancing team performance and quality.

Customer Satisfaction and Complaint Handling:

• Follow up on all types of complaints to guarantee customer satisfaction.
• Explore and implement appropriate solutions for dissatisfied customers to ensure their contentment.

Data Management:

• Ensure data integrity and rectify any discrepancies by coordinating with the SBS and SAP team.

Communication and Collaboration:

• Conduct regular meetings with other units to ensure the smooth flow of all related processes.
• Verify the operational status of all systems (Cisco/C4C/SAP/Email) to guarantee they are up and running.

Role Accountability

HR Proficiency:

• Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
• Ability to recognize low performers and guide them to improve or release them.
• Ability to treat subordinates equally without any discrimination.
• Assessment criteria of subordinates is performance that leads to planned results.
• Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

• Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
• Able to anticipate problems and make the necessary proactive steps to prevent them.
• Ability to take necessary and proper timely decisions.

Delivery:

• Deliver the required results in a timely manner with required quality and cost.
• Making a Tangible Difference:
• Must make a tangible difference to his area of operation and exceed business expectations.

Business Planning and Performance:

• Able to transform the corporate goals into business plans.
• Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
• Monitor the plan performance and initiate action to strengthen results and take corrective action accordingly.
• Provide periodic work progress reports.
• Responsible for monitoring and controlling budgets and expenses to achieve optimum cost efficiency.

Organizational Development:

• Develop the organizational structure according to the current requirements taking into consideration future and development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

• Develop, coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.
• Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
• Promote the automated systems and using them fully, to spread its culture.

Quality:

• Quality is considered as alfanar's prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

• Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

• Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification

Bachelor Degree in Electrical Engineering or Mechanical Engineering

Work Experience

6 to 10 Years

Technical / Functional Competencies

• Customer Data Management
• Customer Relationship Management
• Customer Satisfaction Measurement
• Customer Service Orientation
• Customer Service Programs

Company Profile

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 #J-18808-Ljbffr