Service Manager - Aftron

Job description / Role

Service Manager - Aftron - Al Futtaim Electronics - Jeddah, K.S.A.

An exciting opportunity is opened for an experienced Customer Service Manager within Al Futtaim Electronics. You will be responsible to develop and implement customer service policies and procedures. Understand the service level requirements in KSA. Understand / define and communicate customer service standards (turnaround times etc.). Oversee the achievement and maintenance of agreed customer service levels and standards. Ensure the necessary resources and tools are available for quality customer service delivery through the service franchise.

Review customer complaints, communicate with the product management team on product quality, replacement, compensation etc. Track customer complaint resolution. Interact with critical customers directly. Handle complex and escalated customer service issues. Monitor accuracy of reporting and data base information. Ensure proper / structured reporting with the product management team and the country manager. Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability.

Liaise with company management to support and implement alternate revenue models through out of warranty service , spares and annual maintenance contracts. Ensure budget requirements are met. Evaluate performance levels with the service franchises. Negotiate rates based on complaints received and turnaround times.

Coordinate with product management team to arrange spares with every consignment / critical spares. Develop systems and process to inward / arrange / document / distribute spare and have the consumption report sent to the product management team. Interact with the factories on complaints / quality issues and reimbursement of spares. Manage in-house service center / spares and sales returns.

Your role will be will be based in Jeddah. You will report into the Head - International Business Development.

Al Futtaim boasts of a supportive work environment, where all employees support each other in helping achieve & exceed division goals. In turn Al Futtaim is committed to developing employees through its learning and development programmes and internal opportunities.

Requirements

To be considered for this exciting role, you need to have a Bachelors degree. Minimum 15+years experience within the consumer electronics / home appliance industry in the U.A.E. Of which relevant 8+ years of experience in a service manager role. Strong relationships with dealers/power retailers in KSA. Excellent product knowledge and ability to compare competitive offerings. Experience of working in a multinational and multicultural environment is an asset.

Along with previous experience you must have in-depth knowledge of customer service principles and practices. A strong work ethic, competitive drive and entrepreneurial spirit. Excellent interpersonal and communication skills. Good account management / mapping skills. An excellent customer service attitude and the ability to interact with customers in a professional manner are required. A confident and determined approach. Resilience and the ability to cope with rejection. A high degree of self-motivation and drive. The ability to work both independently and as part of a team. The capacity to flourish in a competitive environment. Proficiency in CRM systems & MS Office applications.To be a successful in this role, you must have a consultative personality, be commercially aware and knowledgeable of the industry and have the ability to thrive in a high-paced environment amidst frequent change. You will have a high level of market awareness & analytical ability.

To be a successful in this role, you must have a consultative personality, be commercially aware and knowledgeable of the industry and have the ability to thrive in a high-paced environment amidst frequent change. You will have a high level of market awareness & analytical ability.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.