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5 Sep 2014

Service Centre Manager Job Vacancy

Our client, a leading world class supplier of industrial and domestic appliances is seeking to recruit a Service Centre Manager.

Key Roles

  • Overall management of the respective Service Center and supervision of direct reporting staff
  • Responsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service matters
  • Oversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPS
  • Oversee and monitor ISO processes and procedures relating to Service
  • Develop, monitor and administer Service Levels and adherence to same by direct reporting staff
  • Oversee the security of company assets including daily cash receipts
  • Ensure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service Center
  • Identify training requirements for direct reporting staff
  • Plan, forecast and implement Service Center action plans
  • Oversee Parts Department operations by hands-on involvement
  • Seek and secure customer feedback to monitor and manage customer concerns
  • Responsible for staff annual performance appraisals
  • Any other duties assigned

Skills & Qualifications

  • 3-5 years’ experience in Business Management to meet revenue & profitability target.
  • Good experience in operation management in setting up service standards like RTAT, response time, completion time etc
  • Handled large team of technicians, supervisors and management skills
  • Excellent communication skills
  • Good customer handling and customer interaction skills
  • Must have passion for customer service
  • MBA will be an added advantage
  • Good experience in managing spare parts department

Key Performance Indicators
Quantitative:

  • RTAT at or under 3 Days for both In and Out of Warranty Repairs
  • In-Home SVC Rate at or above the 75% benchmark
  • NPS (Net Promoter Score) at or above the 2013 benchmark
  • Customer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)
  • Parts Dept Fill Rate at or above 90%
  • 0% hazards and health and safety non conformities at the Service Centers

If qualified, kindly send your application letter and CV to jobs@jantakenya.com clearly indicating ‘Service Centre Manager’ on the subject line by 10th September, 2014.

Do not attach not certificates.Only shortlisted candidates are contacted.

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