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

  • 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 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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