Objective:
Responsible for leading and managing all aftersales service functions across home appliances, home electronics, HVAC systems, and information display systems, including leading a team of Field Service Representatives.
The role oversees repair, maintenance, warranty claims, service quality, technical support, and customer complaint resolution to ensure timely and effective service delivery. It is also responsible for providing necessary training, scheduling and coordinating service appointments, supporting authorized service centers, monitoring service performance, and ensuring the required service standards, coverage, quality, and cost objectives are achieved.
The position works closely with the strategic partner, authorized service centers, dealers, internal departments, and support teams to improve service efficiency, strengthen customer satisfaction, and maintain Al Mulla Electronics reputation as a leading aftersales service provider.
Key Responsibilities:
1- Aftersales Service Management:
- Lead and oversee the Authorized Service Network for Home Appliances, Home Electronics, and Mobile Communications products, ensuring both service delivery and quality control.
- Manage repair, maintenance, warranty, and customer service operations to ensure timely and effective resolution of customer inquiries and complaints.
- Ensure service standards, coverage, quality, and cost requirements are consistently achieved.
- Support dealer-related issues with service or quality and deal with parts quality or backorder issues.
- Guide the relevant teams and departments in meeting or exceeding their performance objectives.
2- Team Management and Strategic Development:
- Work with Dealer Service to develop strategies that consistently improve service levels and maximize cost-saving opportunities.
- Liaise with the strategic partner to remain updated on product updates, technical specifications, and warranty policies, and communicating any changes to the service team and customers.
- Collaborate with Authorized Service Centers, Dealers Business Unit Sales VP, Regional Managers, Service Parts, Service Quality, Warranty Admin, and Technical Support teams.
- Liaise with the quality organization regarding reworks, service quality, and cost issues.
- Regularly review and analyze service performance data to identify areas for improvement and implement strategies to increase efficiency and customer satisfaction.
Educational Qualifications:
- Bachelor's degree in Engineering, Business, or a related field is required.
- Master of Business Administration or relevant postgraduate qualification is an advantage.
- Technical training or professional certification in consumer electronics, home appliances, or HVAC systems is an advantage.
Recommended Experience:
- Minimum 10 years of experience in the consumer electronics, home appliances, or HVAC systems or a related industry.
- Minimum 3-5 years of experience in a managerial or supervisory role, preferably in a service-related department.
- Extensive experience in customer service, including managing customer complaints, queries, and service-related escalations is crucial.
- Relevant technical experience in repair, maintenance, or technical support for consumer electronics, home appliances, HVAC systems, or related products is preferred.
- Experience in working with OEM partners or stakeholders.
Skills and Competencies:
- Strong technical knowledge of consumer electronics, home appliances, HVAC systems, and related aftersales services and products.
- Strong leadership & team management skills to effectively lead a team of Field Service Representatives.
- Excellent customer service skills to ensure customer satisfaction & handle any service-related issues effectively.
- Strong verbal, written communication skills, and relationship-management skills.
- Strong analytical skills with the ability to review service performance and identify areas for improvement.
- Strong problem-solving and troubleshooting capabilities.
- Strong planning, organizational, and time-management skills with the ability to manage multiple priorities, schedules, and administrative requirements effectively.
Job Remarks:
- Preferred Language: Arabic, English
- Job Country : Kuwait
- Duty Shift / Timings : One Shift / 8:00 am - 4:00 pm
