Job Description
YOUR ROLE
Manage, monitor, and develop service operations teams through supervising and coaching of group’s supervisors, as well as monitoring technician’s whole performance, follow the day by day field operations for achieving the objectives, achieve the operational KPIs, the sales target and develop people
A TYPICAL DAY
Implement the company’s customer service philosophy and programs with the goal of achieving outstanding customer satisfaction results
Manage and develop service operations by developing overall service performance and enhancing cross-functional relations
Manage and develop service operations by enhancing customer satisfaction and response time and feedback accuracy
Monitor and enhance the selling opportunities in the area through the operations team, to increase the total revenue
Execute operations projects by initiating new projects and contributing in the running projects and executing various project tasks
Operate external maintenance operations by developing service procedures and instructions then communicating them with all team members
Operate external maintenance operations by developing periodic reports and presentations as well as communicating team needs
Monitor and develop group supervisors by improving their performance through coaching and following up KPIs
Monitor and develop external maintenance team leaders by enhancing response time and feedback accuracy
Follow up the cancelled and open work orders.
Coordinate with the supply chain management for providing the spare parts regarding any internal / external maintenance operations.
Monitor and develop the productivity for technicians.
Monitor and develop supervisor & technicians by improving their performance through following up job order accomplishing and redo
Monitor and develop technicians by enhancing technician’s behavior through monitoring appearance and attitude
Monitor and develop technicians by developing technicians’ technicalities through managing trainings and following up skills after training
Monitor and develop group supervisors by developing their management skills and behavior through monitoring daily operations and attitude
Follow up the franchise/agent’s performance and monitor the results and take the needed corrective actions in case of any deviation.
Manage internal maintenance operations, and Co-ordinate resources, (operational and human) schedules and activities to effectively manage jobs
Receive and review feedback from consumers, take corrective actions and follow up to ensure consumer satisfaction.
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 (Main Service Center, Cairo, Egypt) on regular working hours and may be required to travel both domestic and international.
WHO YOU ARE
For you to succeed in this role, you should be:
Functional/Technical Competency
Business Analysis
Data Management
Operational Resilience
Guidance and Advice
Technical Acumen
Financial Reporting
Compliance & Governance
Service and operation Excellence
Strong follow up on tasks
Consumer oriented
Leadership especially with large teams
You are expected to participate in special projects as requested by Electrolux management either as required by the business and/or as part or your career development plan.
EDUCATION
B.Sc. Engineering
EXPERIENCE
0-4 years in people management preferred in service operations.