JOB SUMMARY:
Responsible for overseeing and optimizing all aspects of the company's after-market service operations, which cover a wide range of electronics and home appliances. The position requires strategic planning, operational efficiency, and a strong focus on customer satisfaction and quality control.
RESPONSIBILITIES:
- Service Delivery Excellence: Leading the service delivery team to ensure high-quality service standards are consistently met and that service level agreements (SLAs) are followed. This includes managing the network of service centers specially in IT segment repair
- Operational Management: Overseeing daily operations to ensure efficiency and cost-effectiveness. This involves managing resources, planning inventory, and optimizing procedures.
- Customer Experience: Providing leadership in resolving complex and high-priority service issues to ensure prompt and accurate resolution and high client satisfaction. This includes addressing internal and external customer complaints promptly.
- Process Improvement: Developing and implementing service strategies, improving operational management systems, processes, and best practices to drive continuous improvement.
- Team Leadership: Building and managing high-performing teams, providing guidance, and ensuring staff awareness and compliance with company policies and safety regulations.
- Financial & Budget Management: Contributing to budget development, managing brand forecasts, controlling costs, and ensuring the financial performance of the service operations meets expectations.
- Compliance & Reporting: Ensuring all operations remain legally compliant and preparing regular reports for senior management on service performance, key metrics, and improvement initiatives.
EXPERIENCE:
- 58 years of relevant experience in Electronics Service Management
- Proven success in managing Brands and Service operations
QUALIFICATION:
- Bachelor's in engineering OR bachelor's in business management OR MBA
DESIRED PROFILE:
- Expertise in organizations with Principal interaction
- Ability to manage large teams
- Commercially sharp with an ability to spot and act on business opportunities.
