Service Manager (Consumer Electronics)

الوصف الوظيفي
Essential Duties & Responsibilities:

Service Manager will support the National – Service Manager to direct and coordinate activities of service department to provide maintenance and repair services to Company’s products, both in and out of Warranty. Over-see the establishing of operational procedures including registering & resolution of complaints. Stock service centers with spare parts and supplies to enable them to provide required services. Determine work standards and evaluate service centers’ workers’ performance. Direct activities concerned with the installation of equipment on customer’s premises to meet customer’s requirements. Direct activities of workers engaged in testing new equipment and recommend purchase or rejection of equipment. Investigate dealer’s claims for reimbursement of damaged equipment and prepare reports on the settlement to be allowed. Negotiate service contracts for installed equipment.

Must be having experience in the same industry and can handle & deliver but not limited to:

Create, Manage and implement overall Service Strategy for the organization in line with the overall Organizational.

Create strategies to contribute to the achievement of revenue, profit, and increased customer retention through efficient plans for service operations, effective after sales service and high operation productivity.

Ensure the service team’s accomplishment through proper manpower distribution, providing skills training and periodic performance evaluation to motivate employees to achieve peak productivity in a performance was driven learning culture.

Ensure highly satisfied Guest by promoting a Guest Centric mindset to the service team to achieve high quality in after sales activities through an effective networking with other departments in the Company in accordance to service standards.

Ensure that all activities are carried out as per the company’s policies and procedures through effective communication and monitoring.

Oversee the daily functional and operational activities of the service departments through regular discussions and updates with the service team to achieve smooth after sales business operations.

Conduct Performance discussion with the subordinates, whenever applicable, through open discussion to establish Associate’s development and Performance Awareness.

Enhance customer confidence and satisfaction by following stipulated service operation standard in order to improve customer retention.

Innovate to achieve Guest/ Customer Delight.

Ensure that the team comprising of Service Managers/ Regional Managers & Service Supervisors is well groomed and thoroughly trained to monitor and facilitate the service center activities and ensure that the following procedures and systems are religiously followed across all service centers.

Coordinate activities of the service department to provide maintenance and repair services to Company’s products, both in and out of Warranty.

Over-see the establishing of operational procedures including registering & resolution of complaints.

Stock service centers with spare parts and supplies to enable them to provide the required services.

Determine work standards and evaluate service centers’ workers’ performance. Direct activities concerned with the installation of equipment on customer’s premises to meet customer’s requirements.

Direct activities of workers engaged in testing new equipment and recommend purchase or rejection of equipment.

Investigate dealer’s claims for reimbursement of damaged equipment and prepare reports on the settlement to be allowed.

Negotiate service contracts for installed equipment.

Display a positive demeanor and respect to all internal and external customers.

Mentor and coach internal and external team members.

Provide technical assistance when required, to promote the use of products.

Act as a technical consultant to the Sales and Marketing Team on quality/technical issues.

Consistently monitor and maintain call center metrics.

Interact with the factories about quality issues and provide technical feedback.

Process repair authorization and forward to appropriate approved service resource.

Monitor performance and failure trends.

Approve timesheets and invoices.

Apply industry knowledge and analyze trends and developments to improve after sales service.

Recognize system deficiencies and implement effective solutions.

Agrees and maintains international and regional standards of service Kingdom wide.

Appoints and maintains appropriate service partner organizations in export branches.

Manages internal and external technical teams with standards, budget and project schedule.

Ensure department proper staffing levels.

Set service organization goals and expectations and provide performance feedback to external partners and employees ensuring compliance with standard and regulations.

Key Activities:

· After Sales Activity.

· Installations- Big and Small Projects (HVAC).

· Performance of Service Centers.

· Channel Partners’ Complaints.

· Spare Parts Management.

· New Product Evaluation.

· General Administration / Other duties.

· Associate Management & Development.

· Quality Assurance & Process Enhancement.

· MIS Reports.

· Key Performance Indicators (KPI).

· Service Revenue in absolute SR.

· Service Revenue as a % of Turnover.

· Non-Warranty Revenue as a % of total service revenue.

· New Customer added for AMC.

· Spare Parts Sales Revenue.

· Warranty Job Management.

· Service Franchise Management.

· % of Service Collections on AMC and Parts Sales.

· Attendance & Discipline of Service Team.

· No. of days absent/ late comings.

· Customer Feedback- Individuals & Dealers/ Corporate.

· Quality of appraisals for all staff in your region (As per appraisal procedure guidelines).

· Quality & Timeliness of MIS reports (Daily/ Weekly/ Monthly/ Half Yearly/ Annual).

· Perfect documentation and maintenance of records.

· No. of process enhancements/ innovations in the review period.

· Cost reduction in absolute SR

المهارات
· Electrical Engineer degree

· Good technical abilities

· Computer literacy

· Proficiency in English (written, read and spoken)

· Critical thinking

· Active listening

· Complex problem solving

· Management of personnel and material resources

· Monitoring and follow up

· Communication

· Detail oriented

· Time Management

· Min 10 years of relevant experience

تفاصيل الوظيفة
منطقة الوظيفة جدة, المملكة العربية السعودية
قطاع الشركة البيع بالتجزئة وبالجملة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الصيانة والإصلاح والدعم الفني
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 10
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/service-manager-consumer-electronics-4295865/