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Job Description
A Reputable Retail Chain of Electronics & Home Appliances Large Format Stores throughout Gulf Area requires for its branch in KSA the following position:
Job Title: Services Operations Manager
Summary Statement
The Services Operation manager is the sole responsible for the smart service operations and customers’ satisfaction of the service provided.
He is responsible to lead all Services Operations of his cluster through a team of 100+ services representative.
Accountable of delivering: customer services KPIs achievement, cost control, Organization Building (People, Process and infrastructure) & Out-of-warranty Services sales & Margin
Job Description:
a) Prepare annual operating plans and Budgets to deliver expected results.
B) Develop the business process, work flow, support model and SOPs for his business unit.
c) Ensure the implementation of Services processes in all the locations.
d) Ensure the adherence of the product processes to the relevant Management Information System
e) Suggest opportunity to increase his unit revenue & margin; prepare plans and execute accordingly
f) Controls the Services expense budget and generates savings.
g) Lead the repair of damaged items; prevent accumulation
h) Maintain strong relations with the vendors’ service centers.
i) Tracks his product customers’ satisfaction on daily basis (KPI) and resolve related Gaps.
j) Handle all customer complaints to immediate resolution.
k) Hire, train, qualify and develop the Services teams to enable them to perform to their maximum capacity.
l) Manages and solves all personnel related issues impacting his team to retain them and improve their moral. m) Leads the execution of the strategic growth plans and expansion of his unit.
n) Complete and maintain the Services infrastructure (Technical points, Work stations and tools)
Job Title: Services Operations Manager
Summary Statement
The Services Operation manager is the sole responsible for the smart service operations and customers’ satisfaction of the service provided.
He is responsible to lead all Services Operations of his cluster through a team of 100+ services representative.
Accountable of delivering: customer services KPIs achievement, cost control, Organization Building (People, Process and infrastructure) & Out-of-warranty Services sales & Margin
Job Description:
a) Prepare annual operating plans and Budgets to deliver expected results.
B) Develop the business process, work flow, support model and SOPs for his business unit.
c) Ensure the implementation of Services processes in all the locations.
d) Ensure the adherence of the product processes to the relevant Management Information System
e) Suggest opportunity to increase his unit revenue & margin; prepare plans and execute accordingly
f) Controls the Services expense budget and generates savings.
g) Lead the repair of damaged items; prevent accumulation
h) Maintain strong relations with the vendors’ service centers.
i) Tracks his product customers’ satisfaction on daily basis (KPI) and resolve related Gaps.
j) Handle all customer complaints to immediate resolution.
k) Hire, train, qualify and develop the Services teams to enable them to perform to their maximum capacity.
l) Manages and solves all personnel related issues impacting his team to retain them and improve their moral. m) Leads the execution of the strategic growth plans and expansion of his unit.
n) Complete and maintain the Services infrastructure (Technical points, Work stations and tools)
Job Category
Job Skills
-Engineering Bachelor degree
-3 to 5 years’ relevant experience in services operations management
-Must have strong Leadership, Initiative Taking, Problem Solving, Communication and Team Work Skills.
-Technical expertise: Must possess proven expertise in services operations management including: customer relationship management, maintenance and repair management, services revenue generation
-Project management skills is a plus
-Arabic and English Proficiency.
-Strong computer skills.
-3 to 5 years’ relevant experience in services operations management
-Must have strong Leadership, Initiative Taking, Problem Solving, Communication and Team Work Skills.
-Technical expertise: Must possess proven expertise in services operations management including: customer relationship management, maintenance and repair management, services revenue generation
-Project management skills is a plus
-Arabic and English Proficiency.
-Strong computer skills.
About The Company
تعمل الشركة على توظيف و إلحاق العمالة داخل و خارج جمهورية مصر العربية بجميع التخصصات المهنية والفنية .