Long Description

Job Summary

Electronic service technicians are responsible for diagnosing, repairing or replacing parts for all household appliances.

Job Responsibilities

• Prescreen, identify, analyze, and repair appliance and electronic product failures ensuring customer satisfaction.
• Configuring/troubleshooting experience with hardware including audio-DSP, A/V control, video and audio devices, and USB based software applications.
• Order necessary parts after initial prescreen so they are in hand before going to customers’ location.
• Perform daily administrative functions to include warranty claims and report submission.
• Maintain performance objectives as required by the company.
• Maintain company vehicle, tools, equipment and parts inventory.
• Rely on personal judgment for safety regarding work.
• Work independently without onsite supervision.
• Other duties as assigned.
• Documents service and installation actions by completing forms, reports, logs, and records.

Candidate Requirements

• 3 to 5 years field service experience in all major home appliances.
• Possess appropriate Refrigerant Handling Certificate(s), CET, (HVAC) and other applicable appliance or electronics service certifications.
• Knowledge and proficient use of electronic and appliance and/or refrigeration tools and diagnostic test equipment.
• Proficient in MS Office and Smartphone technology with the ability to quickly learn proprietary software applications.
• Valid driver’s license with a clear driving record.
• Meet physical requirements generally associated with field service repair (lifting, bending, etc.).
• Ability to work a flexible schedule based on business needs.
• Excellent communication, organization and customer service skills.

Education

Long Description

Job Summary

The responsibility of the Sr. Service Manager is to lead the service function for the Automotive brands, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer’s service.

Job Responsibilities

•    Delivery of department’s customer satisfaction index and relation targets, service sales and gross profit targets and fix it right first-time targets
•    Identification and development of talent amongst the team by conducting regular appraisals framework for the following.
o    Performance management using set goals and objectives
o    Renewing goals and objectives and Identifying training needs
•    Timely support to front office for smooth delivery of service customer, follow ups concerns or cases required to meet the customer service index objective
•    Coach, counsel, discipline and motivate the team members to maintain healthy relations in the department with an aim to steer their efforts towards positive contributions for its goals.
•    Timely support to the shop floor staff for delivery of the productivity, fix it right the first time and health safety standards, Be involved in ensuring the standard are maintained and required support is provided
•    Provide weekly, monthly reports on the operations, competitor activities
•    Prepare the budget and plan for after sales service, incorporates the marketing or promotion activities decided for the brand. Ensure the desired balance is achieved between retail, warranty and internal service revenues through regular plan monitoring and target setting
•    Review progress of service jobs on a daily basis to ensure timely and quality work and to resolve any critical issues or problems. Ensure quality and consistency in the process of customer handling from the point of first meeting to the point when the vehicle is handed over after servicing
•    Liaise with principals in an appropriate level to ensure proper communication specially with regards technical support, goodwill contributions and customer issues as they arise
•    Positively contribute to the overall objective of Aftersales with respect to the customer service index and profit objectives; And to the Process of continuous improvement

Candidate Requirements

•    Bachelor’s degree in Mechanical Engineering, preferably with Automotive specialization
•    10 years’ experience in a similar position, preferably in Mechanical and Bodyshop experience
•    Strong organizational skills, detail oriented, and the ability to handle multiple priorities
•    Excellent people management skills
•    Planning, organising and leadership abilities
•    Team player

Education