Service Excellence Manager

2 weeks ago

Kuwait City, Al Asimah beBeeExcellence Full time

Leadership Role: Service Excellence Manager

Job Description:

The successful candidate will be responsible for overseeing Commercial AC product repair, technical team performance, and annual maintenance contract execution. This includes achieving services repair revenue targets through out-of-warranty repair volume, performing repair and duct cleaning for labor AMC’s and other services opportunities.

  • Service Operations & Operational Excellence:
    • Oversee project execution and perform commissioning for the Business Solution Department CAC sales.
    • Assign, monitor daily tasks for the technicians, and provide guidance or solutions for service-related issues.
    • Ensure quality of service, parts, service coverage, costs & support dealer related issues with service or quality.
Responsibilities:

1- Service Delivery:

  • Execute AMC obligations and meet customer demands to achieve AMC yearly renewal.
  • Perform emergency corrective maintenance in the field utilizing in-depth troubleshooting of a wide variety of tool models and peripheral equipment.

2- Customer Satisfaction & Performance Monitoring:

  • Execute plans to achieve and exceed KPIs related to customer satisfaction, service NPS, process improvement, pending job closures, and overall profitability.
  • Analyze and report to Principal regarding service quality, and cost issues.

3- Principal Coordination & Product Knowledge:

  • Liaise with the principal team to stay updated on product updates, technical specifications, warranty policies, and communicate any changes to the service team and customers.
  • Stay informed about educational qualifications and certifications required for this role.
Requirements:

Qualifications:

  • Bachelor Degree in Mechanical or Electronics Engineering.
  • Additional certifications in CAC service or management are beneficial.

Experience:

  • Minimum 5 years of experience in service of consumer electronics industry, with at least 3 years in a supervisory role.
Key Skills:

Tech Requirements:

  • Technical knowledge in CAC products, chillers, VRFs, AHUs, FCUs, package AC, and ducted split.

Soft Skills:

  • Excellent Team leadership skills.
  • Strong analytical problem-solving ability.
  • Excellent negotiation and relationship management abilities.
  • Strong communication skills in English (spoken and written).

Preferred Language: Arabic, English

Job Country: Kuwait

Duty Shift/Timings: One Shift / 8:00 am - 4:00 pm

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