Regional Service Manager (RSM)

A fastest growing China Mobiles, Accessories and Solar company required Regional Service Manager (RSM) for it's after sales service division, Karachi Office.

Position: Regional Service Manager

I. Job Responsibilities

1. Partner Life Cycle Management

a) Service Partner Identification & Outlet Establishment: Search for suitable service partners based on market sales and company requirements. Establish service outlets in line with company standards.

b) Branch Empowerment (Technical Training & Promotion): Provide technical training on system operations (CRM), service standards, and processes. Support branches in implementing promotional activities.

c) Branch Audit & Compliance: Conduct field visits and on-site audits, reviewing branch performance, image, accurate ticket entry, and compliance.

d) Branch Closure & Transition: Manage legacy ticket closure, material and labor settlement, return of physical materials, and service capacity adjustments to optimize Service Center layout after branch closure.

2. Service Performance Delivery Management

a) Daily Service Delivery Management:

b) Customer complaint resolution: Communicate with customers to understand their complaints and demands, resolve customer issues, and coordinate resources to resolve and close overdue pending tickets.

c) Branch Training Support: Communicate with branches, identify issues in branch delivery and fulfillment, support and assist branches in resolving issues, and improve service quality.

2) Spare Parts Management:

a) Material Credit Limit: Based on credit alerts, notify and follow up with branches to make timely payments, coordinate and resolve exceptional situations, ensure that branch material credits limit are sufficient to avoid affecting material distribution, service delivery.

b) Inventory Count: Regularly conduct inventory counts at ASC network points with personnel from the material control professional line to ensure the consistency between system (CRM) and physical inventory; materials that have not been returned beyond the due date will be transferred to sales.

c) Verification of old parts: Urge the branch to return old parts within 14 days.

3) Technical Capability Enhancement:

a) Maintenance Technical Skills Training: Synchronize new product information with ASC repair engineers, provide relevant repair skills training guidance, conduct face-to-face training, etc.

b) Collection and feedback on quality issues: Collect product quality issues, report them upwards for timely handling, resolution, and improvement

4. Sales Agent & Customer Relationship Management

a) Service demand docking and communication: Establishment of daily communication channels (such as address books, communication groups, etc.), communication and cooperation on delivering units for repair services, communication on service cooperation, etc.

b) Service Policy Promotion: CC service policies (especially including special service policies, DOA, DAP replacement policy, EOS, EOL, etc.).

5. External Service Business Development

a) Traditional Out-of-Warranty Business Expansion: Develop external customers, expand branches, and establish CP (collection point) partnerships to enhance pick-up coverage.

b) Order Entry Expansion: CP points, retail stores, and agency operation support.

II. Job Requirements

1. Education: Bachelor’s degree or higher. Proficiency in English as a working language.

2. Experience: Minimum 2 years in managing after-sales service Center(Preferably in Mobile/Accessories Industry). Strong understanding of the mobile phone after-sales industry, local market channels, and competitive landscape.

3) Ability to identify outlet operational issues and implement service solutions.

4) Experience in managing multiple outlets (directly & indirectly).

5) Strong analytical, logical, and systematic thinking skills.

6) Ability to manage key customer relationships effectively.

Job Location: Karachi, Incharge of South Region Service centers

III. Salary & Benefits

1. Monthly Salary: PKR 150,000 to PKR 300,000.

2. After 1 year of employment Annual Bonus: PKR 200,000.

Job Type: Full-time

Pay: Rs150,000.00 - Rs300,000.00 per month

Work Location: In person