CE - Chief Technician

Overview

We are actively seeking a Chief Technician to join our Service-Aftersales team, where he will lead and oversee the Consumer Electronics Technicians team.

Responsibilities

1. Lead and manage the performance of the Technical Center team for walk-in and in-home repairs, ensuring fair distribution of repair flow by category.
2. Provide technical leadership and support to remote technical points' technicians.
3. Ensure full compliance with service SOPs, SLAs, and repair turnaround time targets.
4. Analyze process gaps, recommend corrective actions, and prevent accumulation of import damaged items.
5. Handle escalations by initiating actions, following up cases, and closing them with appropriate decisions.
6. Oversee spare parts operations: control requests, coordinate with the spare parts coordinator, and prepare import spare parts lists.
7. Run periodic inventories for customer and company items, and prepare periodical reports for Services Management.
8. Maintain strong communication with sales zone supervisors to address customer complaints, implement happy call procedures, and drive customer satisfaction improvement.
9. Ensure implementation of support models (imports + local) and apply the 5S methodology in all work areas.

Qualifications & Skills

1. Bachelor's or diploma degree in Electrical/Mechanical Engineering or equivalent.
2. 5-7 years of experience as a Senior Technician or Supervisor in a reputable Electronics or Telecommunication manufacturer or authorized dealer.
3. Fluent in English.
4. Strong Big home appliances and electronics repair skills across the full product range (refrigerators, washing machines, air conditioners, cooking ranges, dryers, washers, high-end LCDs, plasma TVs).
5. Excellent computer skills, especially Microsoft Office and ERP systems.
6. Strong analytical and troubleshooting abilities.
7. Proven leadership and team management skills.