Service Centre Manager Job in Mombasa, Kenya

Job Description: Our client, a leading world class supplier of industrial and domestic appliances is seeking to recruit a service centre manager.

Key Roles

• 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

Skills & Qualifications

• 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

Key Performance Indicators

Quantitative:

• 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 2013 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

If qualified, kindly send your application letter and CV to jobs@jantakenya.com clearly indicating ‘Service Centre Manager’ on the subject line by 15th  December, 2014.

Do not attach not certificates.

Only shortlisted candidates are contacted.