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Team Leader

1 month ago

Kuwait City, Al Asimah Al Mulla Group Full time
Team Leader - Consumer Electronics Service

1. Service Operations & Operational Excellence:

  • Oversee product repair of the full lineup of home appliances, home electronics, and digital signage.
  • Focus on service quality, parts, coverage, costs, and support dealer-related issues with service or quality.
  • Assign, monitor daily tasks, and provide guidance or solutions for service-related issues.

2. Customer Satisfaction & Performance Monitoring:

  • Collaborate with the call center to address VOCs and maintain high customer satisfaction levels.
  • Implement plans to meet and exceed KPIs related to customer satisfaction, service NPS, process improvements, pending jobs, and profitability, ensuring compliance with principal standards.
  • Analyze service data regularly to identify improvement areas and implement efficiency strategies.
  • Perform emergency corrective maintenance in the field, utilizing troubleshooting skills across various models and equipment.
  • Liaise with the principal team for product updates, technical specifications, warranty policies, and communicate changes to the team and customers.
  • Analyze and report on service quality and costs, and recommend corrective actions for product-related issues.

4. Training & Staff Development:

  • Identify skill gaps and develop technical and soft skills training plans for technicians.
  • Conduct hands-on training sessions to improve troubleshooting and customer interaction skills.

Educational Qualifications:

  • Bachelor's or diploma in Mechanical or Electronics Engineering.
  • Additional certifications in CE service or management are advantageous.

Experience:

  • 5-8 years of experience in consumer electronics service, with at least 3 years in a supervisory role.

Skills:

  • Strong technical knowledge of home appliances and consumer electronics.
  • Excellent technical training and team leadership abilities.
  • Proficiency in troubleshooting and diagnostics.
  • Strong English communication skills (spoken and written).

Job Remarks:

  • Languages: Arabic and English preferred.
  • Shift: One shift, 8:00 am - 4:00 pm.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Quality Assurance, Customer Service, Product Management
Industries
  • Retail Appliances, Electrical, Electronic Equipment
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