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CE Technical Center Supervisor

2 months ago

Dammam, Eastern Province, Saudi Arabia Merge Recruitment Agency Full time
About the Role

We are seeking a highly skilled CE Technical Center Supervisor to join our team at Merge Recruitment Agency. As a key member of our operations team, 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. Analytics and Reporting: Analyze statistics and compile accurate reports to monitor daily, weekly, and monthly KPIs.
  2. Corrective Action Planning: Develop and implement corrective action plans to improve and develop team KPIs based on analytical review.
  3. Customer Complaint Resolution: Take ownership of customers' complaints and follow up through to resolution.
  4. Strategy Deployment: Set clear KPIs and deploy strategies focused towards achieving those KPIs.
  5. Service Development: Develop service procedures, policies, and standards.
  6. Talent Development: Recruit, mentor, and develop technicians and nurture an environment where they can excel through encouragement and empowerment.
  7. Industry Knowledge: Keep ahead of industry developments and apply best practices to areas of improvement.
  8. Resource Management: Control resources and utilize assets to achieve qualitative and quantitative targets.
  9. Budget Management: Adhere to and manage the approved budget.
  10. Workflow Management: Maintain an orderly workflow according to priorities.
  11. Technical Center Standards: Plan and review technical center repair standards; enforcing policies and procedures.
  12. Forecasting and Budgeting: Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions.
  13. Operations Systems Development: Develop operations systems by determining product handling and storage requirements; develop, implement, enforce, and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management, and shipping.
  14. Professional Development: Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  15. Expense Control: Control technical centers expenses to achieve budgeted values.
  16. Vendor Management: Manage relationships with key operations vendors.
  17. Vendor Performance Tracking: Track vendor pricing, rebates, and service levels.
  18. Communication: Communicate all operating policies and/or issues at department meetings.
  19. Inventory Analysis: Work closely with the inventory team to perform analysis of our inventory.
Requirements
  1. Expertise in Smart Services Management: Must possess proven expertise in smart services management including after sales management, customer management, maintenance and repair management, development and implementation of KPIs.
  2. Leadership and Communication Skills: Must have strong skills in Leadership, Initiative Taking, Problem Solving, Communication, and working effectively with others.
  3. Planning and Analytical Skills: 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 Orientation: Customer oriented and cooperate with team for achieving results.
  5. Technical Communication: Able to communicate and escalate complex technical issues, with good presentation skills.
  6. Organization and Problem-Solving Skills: Excellent organization, communication, and problem-solving skills.
  7. Self-Motivation and Adaptability: Self-motivated and adaptable to be able to work with minimal supervision.