Area Service Manager

Job Description

Your Role

Manage, monitor, and develop service operations teams through supervising and coaching group of engineers as well as monitoring technician’s whole performance, follow the day-to-day field operations for achieving the objectives, achieve the operational KPIs, the sales target and develop people, support in growing the business in organic way, develop step by step world class ownership business model in field operations.

A Typical Day

1. Operate service operations by executing sector strategies through developing objectives and plans as well as monitoring plans’ implementation.

2. Develop and maintain the current customer base, increase efficiency, turnover and profits to exceed set budgets.

3. Operate service operations by developing service procedures and instructions then communicating them with all team members

4. Operate service operations by developing operations budget and monitoring the financial performance to assure maintaining the developed budget an Maximize aftersales profitability through the sale of parts and C&A

5. Operate service operations by developing periodic reports and presentations as well as communicating team needs

6. Monitor and develop service operations area managers by following the actions status, and improving their performance through coaching and following up the various KPIs

7. Monitor and develop service operations area managers by developing their management leadership skills and behavior.

8. Manage and develop service operations by developing overall service performance, enhancing cross-functional relations, enhancing customer satisfaction, response time and feedback accuracy.

9. Execute operations projects by initiating new projects and contributing to the running projects.

10. Overseas the daily productivity of the service center to ensure the proper utilization and takes remedial actions when needed.

11. Supervising and managing after-sales service staff and ensuring that quality and service standards are met.

12. Monitor and analyze customer feedback trends to identify and resolve frequent problems.

13. Develop and implement quality and control processes to ensure that the after-sales service operates effectively.

14. Tracking the complaints and warranty in Main service center and Cairo franchises

15. Coordinate after sales functions including deliveries, collections, and warranty claims in order to optimize customer satisfaction within budget constraints:

    • Contribute to strategic planning and decision making for Ownership Solution Sector as a member of management.
    • Ensure prompt resolution of any customer complaints about product quality.
    • Identify potential problems and take proactive steps to protect the company against bad debt and potential financial risks.
    • Ensure that all invoicing/payment, delivery, and warranty transactions are managed in accordance with company policy, are up-to-date, accurately recorded and reviewed regularly to identify potential issues.
    • Ensure the preparation of accurate reports to summarize outcomes in relation to collections, deliveries and customer satisfaction metrics for the management team and make recommendations for improvement.

16. Develop employee skills in Cairo Operation department in order to deliver quality performance:

    • Manage, develop, coach, control, and motivate the after sales team to develop their skill to ensure that a high professional standard is achieved, and performance targets are met.
    • Ensure there is a mechanism in place to monitor individual performance, assess progress and provide feedback to support individual development.
    • Assess the strengths and weaknesses of the after sales team and manage the program, accordingly, including undertaking recruitment and coordinating training as required.

17. Demonstrate corporate responsibility.

    • Always act in a manner consistent with Electrolux values.
    • Comply with the Electrolux standards of conduct and all applicable policies and legislation.

In this role, you will be dealing with Electrolux’s Internal & External customers. You should be confident in dealing with leaders both from a country level and region level perspective.

In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect. You will be working in (MSC, Cairo, Egypt) on regular working hours and may be required to travel both domestic and international.

Who You Are

Competencies to be stated, Electrolux as well as technical competencies to be listed below.

For you to succeed in this role, you should be:

Functional/Technical Competency

• Professional experience in consumer-focused companies in consumer service and in operations management preferred in service operations.

• Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders.

• Strong execution capabilities

• Delivers results

• Controls cost

• Business Analysis

• Data Management

• Operational Resilience

• Guidance and Advice

• Technical Acumen

• Financial Reporting

• Service and operation Excellence

• Crisis and Risk Communication management

• English language skills

Electrolux Our Behaviors

• Strategic planning and organizing skills

• Leadership especially with large teams

• Customer/Market focused

• Problem solving& Decision Making

• Creative Thinking

• Flexibility and Adoptability

• Motivating others in various levels

• Team ship and cross-functional cooperation

• Committed to recognize and develop staff.

EDUCATION

• B.Sc. Electrical or Mechanical Engineering.

EXPERIENCE

• At least 8+ years of professional experience in consumer-focused companies in customer service and in operations management preferred in service operations