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Warranty Operations Manager

2 months ago

Jeddah, Makkah Province, Saudi Arabia Carrier Corp Full time
About the Role

As a key member of our team, you will be responsible for leading the warranty services in Saudi Arabia, ensuring customer satisfaction, and enhancing resolution times. You will also be responsible for developing the skills of your team and reducing total warranty expenses.

Key Responsibilities
  • Manage day-to-day warranty and startup activities to ensure efficient and timely completion in accordance with company standards and customer expectations.
  • Maximize customer operational performance by providing back-office team and technical advice.
  • Investigate and solve complex customer problems, which may be long-standing, that have been passed on by the back-office team.
  • Coordinate with factories to obtain technical support, address quality concerns, manage parts lists, and handle warranty claims operations.
  • Monitor and manage performance indicators such as resolution time, product quality reports, and monthly warranty cost reports.
  • Maintain correspondence and bulletins from Carrier Corporation regarding product design, quality, and warranty matters.
  • Report areas of improvement within the SAP/CRM system.
  • Conduct weekly meetings with the team to review warranty operations processes and provide additional upskilling or learning opportunities.
Requirements

We are seeking individuals with a minimum of 5 years of managerial experience, excellent knowledge of chillers and HVAC services, and advanced English-speaking, writing, and reading skills. Additionally, candidates should have team management and presentation skills, as well as a strong understanding of SAP/CRM systems.

Benefits

We offer a competitive benefits package, including a retirement savings plan, health insurance, flexible schedules, parental leave, and holiday purchase scheme. We also provide professional development opportunities and an Employee Assistance Programme.