Al Mulla Electronics Company is strategically partnering with a global leader and technology innovator in consumer electronics, home appliances, and HVAC systems and seeking an experienced and proactive Service Manager. This role will be pivotal in managing the Service functions for Home Appliances, Home Electronics, HVAC and Information Display Systems, including overseeing the work of Field Service Representatives. The Service Manager will be responsible for overseeing all after-sales services, ensuring prompt and effective resolution of customer queries and complaints, including managing repairs, maintenance, and warranty claims. The role involves leading a team of Field Service Representatives, providing necessary training and support, scheduling and coordinating service appointments, and ensuring service standards are met. We are looking for a candidate who shares our dedication to customer satisfaction and is ready to take on the challenges and rewards of this important role. The Service Manager will strive to provide exceptional service that enhances AMX’s reputation as the industry’s #1 service provider.
Key Tasks:
•Manage Service Network: Oversee the Authorized Service Network for Home Appliances, Home Electronics, and Mobile Communications, ensuring both service delivery and quality control.
•Resolve Service Issues: Provide guidance and solutions for service-related issues.
•Lead Departments: Guide departments in meeting or exceeding performance objectives.
•Develop Strategies: Work with LG Service to develop strategies that consistently improve service levels and maximize cost-saving opportunities.
•Coordinate with Teams: Collaborate with Authorized Service Centers, Dealers Business Unit Sales VP, Regional Managers, Service Parts, Service Quality Team, Warranty Admin Team, and Tech Support Team.
•Ensure Service Quality: Focus on the quality of service, service coverage, and service costs. Support dealer-related issues with service or quality and deal with parts quality or backorder issues.
•Communicate with Quality Organization: Liaise with the Quality organization regarding reworks, service quality, and cost issues.
•Support Service Centers: Assist Service Centers with administrative issues.
•Liaising with AMX strategic partner to stay updated on product updates, technical specifications, and warranty policies, and communicating any changes to the service team and customers.
•Regularly review and analyze service performance data to identify areas for improvement and implement strategies to increase efficiency and customer satisfaction.
•The overall goal of this position is to enhance AMX’s reputation as a leading service provider and demonstrate our commitment to providing exceptional customer service.
Educational Qualifications
Education Degree
: Bachelor
Major
: • A bachelor’s degree in engineering, business, or a related field is required. An MBA or related advanced degree can be advantageous. • Technical training or certifications in electronics, home appliances, or HVAC systems.
Experience
Years of Experience
: 10 - 15 Years
Field of Experience
: • Experience in the consumer electronics, home appliances, or HVAC systems industry.
• Management Experience: At least 3-5 years of experience in a managerial or supervisory role, preferably in a service-related department. This provides the necessary leadership skills and understanding of team dynamics.
• Customer Service Experience: Extensive experience in customer service, including dealing with customer complaints and queries, is crucial. This ensures the ability to provide excellent customer service and handle any service-related issues effectively.
• Technical Experience: Hands-on experience with the specific products the company offers can be beneficial. This could include experience in repair, maintenance, or technical support roles.
• Partnership Management: Experience in working with OEM partners or stakeholders.
Skills
•Technical Skills: Proficiency in the technical aspects of the products and services the company offers. This includes understanding of consumer electronics, home appliances, and HVAC systems.
•Leadership Skills: Strong leadership and team management skills to effectively lead a team of Field Service Representatives.
•Customer Service Skills: Excellent customer service skills to ensure customer satisfaction and handle any service-related issues effectively.
•Communication Skills: Strong verbal and written communication skills to effectively liaise with customers, team members, and partners.
•Analytical Skills: Ability to analyze service performance data and identify areas for improvement.
•Problem-Solving Skills: Ability to troubleshoot and resolve service-related issues quickly and efficiently.
•Organizational Skills: Strong organizational skills to manage multiple tasks, schedules, and administrative duties effectively.
Al Mulla Group is a leading diversified privately held business group based in the State of Kuwait with presence in 8 countries. With a workforce exceeding 15,000 employees in over 40 Group companies and affiliations with more than 200 international brands, Al Mulla Group has operations in the following fields: Automotive distribution and servicing Engineering Rental & Leasing of Vehicles and Heavy Equipment Insurance Manufacturing Consumer & Corporate Financing Investments Security Services Money Exchange Office Automation Engineering Products Distribution Healthcare Real Estate Education Travel Cargo Services The Group's geographic footprint spans across the Middle East and South Asia with operations in Kuwait, Iraq, Oman, Bahrain, the UAE, Qatar, India and Egypt.