Job Opportunities in Egypt
September 22, 2024
Anasia
القاهرة
FULL TIME
Service Manager
7-10 Years of experience
Location: Cairo, Egypt Category: Customer Care
Location: Cairo, Egypt Category: Customer Care
Qualifications:
Responsibilities:
- 7 to 10 years of experience in service and maintenance management with a technical or engineering background.
- Bachelor’s degree in Engineering, Technical Management, or a related field.
- Extensive experience in the appliances industry is required.
- Proven ability to open and manage service centers.
- Experience in managing and developing teams of technicians.
- Strong understanding of CRM systems for tracking service operations and customer interactions.
- Fluent in English, with excellent communication skills.
- Strong leadership, organizational, and problem-solving skills.
- Ability to work collaboratively across departments and with external partners.
- Proven track record of improving customer satisfaction and driving customer service excellence.
Responsibilities:
- Manage the day-to-day operations of existing company-owned and authorized service centers, ensuring that they meet customer service standards and operate efficiently.
- Ensure service centers adhere to service level agreements (SLAs) and resolve any escalated maintenance issues promptly.
- Lead efforts to open new service centers, including site selection, setup, and coordination with internal and external teams.
- Identify and analyze key locations for service center expansion to meet growing customer demand.
- Oversee the procurement and management of spare parts, ensuring availability for repairs and maintenance.
- Recruit, train, and manage a team of technicians responsible for appliance maintenance and repairs.
- Monitor technician performance, providing guidance, support, and training as needed to maintain high service standards.
- Develop and implement maintenance protocols and procedures to optimize service efficiency and customer satisfaction.
- Stay updated with industry best practices and technology to improve the quality of service and maintenance operations.
- Use CRM systems to track service requests, manage service status, and follow up on repairs.
- Collaborate with cross-functional teams such as procurement, logistics, and customer service to ensure efficient operations across service centers.
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