Technical Center Manager

1 day ago

Dammam, Eastern Province, Saudi Arabia Merge Recruitment Agency Full time
Job Title: CE Technical Center Supervisor

At Merge Recruitment Agency, we are seeking a highly skilled CE Technical Center Supervisor to join our team. As a key member of our organization, you will be responsible for overseeing the repair process and operations of our technical centers to ensure that our KPIs are met.

Key Responsibilities:
  1. Analyze statistics and compile accurate reports to monitor daily, weekly, and monthly KPIs.
  2. Develop and implement corrective action plans to improve team KPIs based on analytical review.
  3. Take ownership of customer complaints and follow up through to resolution.
  4. Set clear KPIs and deploy strategies focused on achieving those KPIs.
  5. Develop service procedures, policies, and standards.
  6. Recruit, mentor, and develop technicians to create an environment where they can excel.
  7. Stay ahead of industry developments and apply best practices to areas of improvement.
  8. Manage resources and assets to achieve qualitative and quantitative targets.
  9. Adhere to and manage the approved budget.
  10. Maintain an orderly workflow according to priorities.
  11. Plan and review technical center repair standards, enforcing policies and procedures.
  12. Forecast requirements, prepare an annual budget, schedule expenditures, analyze variances, and initiate corrective actions.
  13. Develop operations systems by determining product handling and storage requirements, develop, implement, enforce, and evaluate policies and procedures, and develop processes for receiving product, equipment utilization, inventory management, and shipping.
  14. Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
  15. Control technical centers expenses to achieve budgeted values.
  16. Manage relationships with key operations vendors.
  17. Track vendor pricing, rebates, and service levels.
  18. Communicate all operating policies and/or issues at department meetings.
  19. Work closely with the inventory team to perform analysis of our inventory.
Requirements:
  1. Must possess proven expertise in smart services management, including after sales management, customer management, maintenance and repair management, and development and implementation of KPIs.
  2. Must have strong skills in leadership, initiative taking, problem solving, communication, and working effectively with others.
  3. Must possess planning, organizing, and analytical skills, and be an able communicator (oral and written) with influence skills. Solid technical background in related service industry (Consumer electronics, home appliances, small appliances, white goods, etc.).
  4. Customer oriented and cooperative with team for achieving results.
  5. Able to communicate and escalate complex technical issues, with good presentation skills.
  6. Excellent organization, communication, and problem-solving skills.
  7. Self-motivated and adaptable to work with minimal supervision.

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