Service Centre Manager Job in Nairobi Kenya (KES 150K)

Re-Advertised Vacancy

Job Title: Service Centre Manager

Our client is the preferred Sole Distributor for a Leading Brand of Electronic appliance in Kenya.

The preferred candidate must have experience in Home-Electronic Appliances such as, home theatres, TVs, fridges, etc

Location: Nairobi
 

Salary range: 150,000

Duties & Responsibilities

• Overall management of the respective Service Center and supervision of direct reporting staff
• Responsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service matters
• Oversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPS
• Oversee and monitor ISO processes and procedures relating to Service
• Develop, monitor and administer Service Levels and adherence to same by direct reporting staff
• Oversee the security of company assets including daily cash receipts
• Ensure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service Center
• Identify training requirements for direct reporting staff
• Plan, forecast and implement Service Center action plans
• Oversee Parts Department operations by hands-on involvement
• Seek and secure customer feedback to monitor and manage customer concerns
• Responsible for staff annual performance appraisals
• Any other duties assigned

KPIs

• RTAT at or under 3 Days for both In and Out of Warranty Repairs
• In-Home SVC Rate at or above the 75% benchmark
• NPS (Net Promoter Score) at or above the 2014 benchmark
• Customer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)
• Parts Dept Fill Rate at or above 90%
• 0% hazards and health and safety non conformities at the Service Centers

Qualification & Skills Set

• 3-5 years’ experience in Business Management to meet revenue & profitability target.
• Good experience in operation management in setting up service standards like RTAT, response time, completion time etc
• Handled large team of technicians, supervisors and management skills
• Excellent communication skills
• Good customer handling and customer interaction skills
• Must have passion for customer service
• MBA will be an added advantage
• Good experience in managing spare parts department

NB: This job description may be reviewed by the management at a later date; for the purpose of increasing efficiency.

Application

Only those who meet the minimum requirements stated need apply.

• E-mail application;
• Detailed and updated CV,
• Indicating your availability
• Expected Salary

On the Subject line clearly indicate “SERVICE CENTRE MANAGER”

E-mail to; theconsultant@dafinaconsultants.com