Regional Service Manager

Summary Description

Regional Service Manager is responsible for overseeing and managing the service operations of ME region. Their primary role is to ensure that authorized service partners meet performance standards and deliver high-quality service to customers.

Key Result Areas

• Technical Support
• Product Training to service technicians
• Customer Service Delivery
• High level of communication with ASP, distributors, factories & HQ
• Product quality Feedback to Factories & claim follow-ups
• Customer Satisfaction
• Cost / Revenue
• Data Analysis
• Good knowledge of ASP appointment and delivery operation

Major Duties & Responsibilities

• Managing and supervising authorized service partners within the region.
• Setting performance targets and goals for service partners and monitoring their progress.
• Conducting regular performance reviews and providing feedback to service partners.
• Collaborating with internal teams to ensure service partners have the necessary resources and support to deliver exceptional service.
• Analyzing service data and trends to identify areas for improvement and implementing corrective actions.
• Developing and implementing training programs for service partners to enhance their skills and knowledge.
• Ensuring compliance with company policies, procedures, and standards.
• Co-ordinate and manage customer service projects and initiatives.
• Identify and address staff training and coaching needs.
• Accept direction, follow instructions & work well with other people.
• Focus on increasing revenue through spare parts & accessories sale.

Qualifications & Job Requirements

• Must have ability to get along with a broad customer base
• Knowledge and experience of consumer durable industries customer service management
• High level of communication skills using all methods like email, phone etc.
• In-depth knowledge of customer service principles and practices
• Ability to understand the product technicality & provide training to service technicians.
• Graduate with Minimum 15 years of experience in customer service.

What You'll be Joining

Midea Consumer Appliances FZCO is a Regional Head Quarter of Midea Group, a rapidly growing Fortune 500 company, with humanizing-technology and provide customized solutions based on our deep understanding of human nature, enabled by the joint forces of 55 years manufacturing excellence and global leading robotic and automation technology.

The RHQ is based in Dubai where we house the most iconic brands from Midea Group portfolio: Midea, Toshiba, Eureka, and Master Kitchen. Our operational territory expands from the Europe, Middle East, Africa, CIS.

Being experts in Home Appliances, we continue to create, develop, and evolve our solutions with one commitment only: “To deliver the best products and services to our customers”. We are proud of our agile, strong, and creative team who drive our growth.

We constantly identify, recruit, cultivate and promote talents who are bold and have international vision. We strongly believe everyone has unlimited potential and in the power of innovation.

With Midea Consumer Appliances FZCO you will receive lifelong training, the opportunity to grow professionally and personally, and you will work with and learn from the most dedicated and supportive teams imaginable. Talent is at the center of everything we do, join us and let’s grow together.

• Get to know more: https://www.midea-group.com/