Service Manager (Appliance, Electronics, Air Cond. Products)
Service Manager will manage the Service Department & direct the activities of the department to provide maintenance and repair the 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.
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.
|Job Location:||Jeddah , Saudi Arabia|
|Job Role:||Customer Service and Call Center|
|Company Industry:||Retail & Wholesale|
|Career Level:||Mid Career|