Job Description – MME Service Manager
Summary Description
Lead and manage the after-sales service operation across the MME region by ensuring efficient service delivery, high customer satisfaction, and continuous improvement of after-sales processes. The role is responsible for developing the service network, driving operational excellence, supporting business growth, and maintaining strong collaboration with distributors, Authorized Service Partners (ASPs), Call Centers, factories, and Head Office.
Key Result Areas
- Service Network (ASP) development and management.
- Call Center performance and appointment management.
- Technical support and training for service engineers and technicians.
- Service KPI monitoring and continuous improvement.
- Customer Satisfaction and complaint resolution.
- Product quality feedback to factories.
- Spare parts availability and inventory performance.
- Cost control, warranty management, and service profitability.
- Effective communication and collaboration with ASPs, Call Centers, Distributors, Factories, and Head Office.
Major Duties & Responsibilities
- Define, implement, and communicate customer service standards, policies, and procedures.
- Oversee the achievement and maintenance of agreed customer service levels and operational standards.
- Plan, prioritize, and delegate work to ensure the effective operation of the service department.
- Develop and optimize the regional service network to ensure adequate market coverage.
- Manage the appointment, evaluation, and performance of Authorized Service Partners (ASPs) and Call Centers.
- Negotiate and manage service vendors and external partners to ensure quality and cost-effective service delivery.
- Ensure the necessary resources, tools, technical documentation, and systems are available to support service operations.
- Provide technical support and coordinate training programs to improve technician capability and service quality.
- Handle complex customer complaints and escalated service cases, ensuring timely resolution.
- Monitor service KPIs, analyze performance, identify root causes, and implement corrective action plans to improve service delivery.
- Monitor the accuracy of service reports, databases, and operational information.
- Coordinate with Product Divisions and factories to provide timely product quality feedback and support product improvement initiatives.
- Ensure adequate availability of spare parts and accessories by working closely with Supply Chain, distributors, and service partners.
- Monitor warranty costs, service expenses, and operational efficiency while supporting service profitability.
- Prepare regular service performance reports and provide recommendations to management.
- Coordinate and support regional service projects and continuous improvement initiatives.
- Work closely with Sales, Marketing, Supply Chain, Finance, HR, IT, and other departments to support business objectives.
- Coach, develop, and support the service team to improve performance and capability.
- Ensure compliance with company policies, service procedures, and safety standards.
- Perform any other duties assigned by management.
Qualifications & Job Requirements
- Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Electronics Engineering, Mechatronics Engineering, or a related Engineering discipline is mandatory.
- Minimum 8 years of experience in after-sales service, including at least 3 years in a leadership or management role.
- Experience in the consumer durables, home appliances, HVAC, or consumer electronics industry is preferred.
- Experience managing distributors, Authorized Service Partners (ASPs), and Call Centers is preferred.
- Strong technical knowledge of after-sales service operations and the ability to understand product technical requirements and provide technical guidance.
- Strong knowledge of customer service principles, warranty management, service operations, and service network management.
- Strong analytical, problem-solving, and decision-making skills.
- Good negotiation, vendor management, and stakeholder management skills.
- Good leadership, communication, coaching, and team management skills.
- Experience using ERP/CRM systems (SAP preferred) and Microsoft Office applications.
- Strong understanding of service KPIs, including Customer Satisfaction (CSAT), Repair Turnaround Time (RTAT), Spare Parts Fill Rate (SPFR), Repeat Repair Rate (RRR), and Warranty Cost.
- Willingness to travel across MME Region as required.
- Fluent in written and spoken English.
Work Location
Dubai UAE
Get to know more: https://www.midea-group.com/
