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Category: General
Our client is a multinational retailing group. It operates several chains of retail brands in the consumer durables sector, specializing in furniture, audio and video, appliances and electronics.

The successful candidate will be required to coordinate and manage the operational functions related to technicians, spare parts procurement (for use in the repairs to good process) and all related stock repairs matters within the Technical Services Department, and identify and report relevant trends.

Core Functions & Responsibilities

Management of Technicians, customer and stock repair services

• Ensure there are sufficient and appropriately skilled technicians to adequately address all service calls within the agreed timeframe
• Ensure technicians achieve company objectives in relation to the completion of service requests (stock and customer)
• Submit yearly and periodic training recommendations for the technicians
• Manage Technician productivity performance (via job allocation and KPIs)
• Manage administrative and operational functions related to technician wages
• Perform post work reviews of the technicians’ job
• Manage the van stock process to aid in the increase of first visit repairs
• Identify, analyze and make recommendations for addressing possible product quality trends

Spares Procurement and Inventory Management

• Drive the continuous development of the spares management processes to enhance the customer experience, minimize exchanges and maximize spares sales revenue
• Conduct stock disposal (write-off) promptly and regularly as required

People Leadership (DR=Direct Reports) Include but not limited to

• Ensure that all DR are fully trained and expertly conversant with all system processes and procedures to increase productivity and business efficiencies
• Recommend training, promotion, transfer and disciplinary measures for DR /technicians when necessary
• Apply efficient performance management techniques and team building initiatives to build and maintain a high performing and collaborative team to achieve department objectives
• Ensure that staff members are aware of company’s security and safety procedures for the protection of both company and staff 

Management of Internal Reports

• Prepare Management Information Reports on a timely basis

Key Performance Indicators

• External Customer Satisfaction Survey
• Stock variances and aged stock levels maintained within tolerable limits
• Achieve average technical training hours of minimum 10 hours
Required Education:

• First Degree Electrical/ Mechanical Engineering
• Supervisory/Management qualification

Required Skills/Experience

• Strong leadership skills
• Strong customer service, interpersonal and communication skills
• Computer literate and numerate skills
• Strong organizational/coordination, analytical and problem solving skills
• A minimum of two years’ experience within a service industry
• A minimum of 2 years’ supervisory/management experience
Deadline: June 28, 2019

Contact Information
Name: After Sales Manager-Technical
Address: N/A
Telephone: N/A
Fax: N/A

Ad Post Date: 2019-06-17



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