Job closed
Job description / Role
The primary focus of the Repair Center Supervisor is to direct the activities of the technicians. He is responsible for managing the performance of Level 1 and Level 2 technicians and support to customers (internal and external) to ensure service levels are achieved.
RESPONSIBILITIES
• Ensure the repair services team is meeting and exceeding expectations in regards to performance, benchmarks, and that standards and processes are followed to provide effective customer service
• Develop and manage the creation of metrics such as turnaround times and customer satisfaction levels
• Secure the quality, quantity and continuity of departmental functions
• Assign work and daily prioritization for the department
• Responsible for monthly report for upper management
• Maintain high quality standards with minimum turnaround time for repairs, sustainable low work backlog and maximum customer satisfaction
• Plan, prepare, and devise work schedules, and manage the scheduling and dispatching of technicians according to workloads and budget
• Trains and instructs employees as needed.
• Resolves complaints and answers questions of customers regarding services and procedures.
• Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content
• Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
• Makes recommendations to management concerning staff and improvement of procedures.
• Assists or fills in for technicians as needed
Requirements
• 4+ years’ experience based on after sales / warranty / repair & service.
• Excellent time management and organizational skills with a proven ability to prioritize
• Advanced use of Excel and reporting tools
• High attention to detail and accuracy and demonstrated track record of working to tight deadlines
• Excellent interpersonal skills with fluent verbal and written English
• Experience of working with both hourly and executive employees in Italy.
• An ability to work independently and to deal with ambiguity when necessary.
About the Company
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.