Service Manager (Consumer Electronics)

1)Strategic Planning and Goal Management:

1.Develop and implement the after-sales service center's annual/quarterly strategic plans, operational goals, and budgets.

2.Set and monitor key performance indicators (KPIs), such as first-time fix rate, customer satisfaction (CSAT/NPS), average response time, average repair time, service cost control, spare parts turnover rate, and engineer efficiency.

3.Continuously analyze operational data to identify improvement opportunities and drive service process optimization and efficiency improvements.

2)Team Building and Management:

1.Responsible for the recruitment, training, assessment, motivation, and development of the after-sales service center team (including front desk receptionists, dispatchers, technical support engineers, maintenance engineers, spare parts managers, and quality control personnel).

2.Foster a positive, efficient, and customer-centric service culture.

3.Handle conflicts and issues within the team to enhance team cohesion and execution.

3)Service Operations Management:

1.order Management: Oversee the entire service ticket process from receipt, dispatch, execution, to closure, ensuring timely, efficient, and high-quality completion.

2.Resource Scheduling: Optimize the scheduling and allocation of resources such as engineers, vehicles, tools, and spare parts to maximize resource utilization and quickly respond to customer needs.

3.Technical Support: Build and maintain a robust technical support system to provide engineers with troubleshooting and solution support.

4.Spare Parts Management: Responsible for the planning, procurement, warehousing, distribution, and inventory control of the spare parts inventory, ensuring a sufficient supply of frequently used spare parts and reducing obsolete inventory.

5.Quality Management: Establish and enforce strict service quality standards and process specifications, monitor service quality, handle major complaints and escalations, and drive continuous improvement in service quality.

6.Safety Management: Ensure engineer safety at customer sites and within service centers, and comply with relevant safety regulations.

4)Customer Experience Management:

1.Serve as the final escalation point for customer complaints and complex issues, ensuring customer issues are successfully resolved.

2.Analyze customer feedback (complaints, compliments, surveys), gain insights into customer needs, and drive optimized service experiences.

3.Maintain positive customer relationships and enhance customer loyalty.

5) Partner Management:

1.Manage partnerships with third-party service providers (such as outsourced repair centers and logistics providers), ensuring their service quality meets company standards.

2.Responsible for the negotiation and management of service contracts.

6)System and Process Optimization:

1.Responsible for the effective application and optimization of after-sales service management systems (such as work order systems, CRM systems, and spare parts management systems).

2.Continuously streamline and optimize various service processes (repair reporting, dispatch, repair, follow-up visits, settlement, etc.) to improve operational efficiency.

7)Cost Control:

1.Strictly control all operating costs of the after-sales service center (management, materials, logistics, travel, outsourcing, etc.), achieving cost reduction and efficiency improvement while ensuring service quality.

8)Compliance and Reporting:

1.Ensure that service center operations comply with national laws and regulations, industry standards, and internal company policies.

2.Regularly report to senior management on the service center's operational status, KPI achievement, problem analysis, and improvement plans.

Job Type: Full-time

Pay: AED8,000.00 - AED12,000.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• After Sales (Consumer Electronics): 7 years (Required)