Service Centre Manager Job in Nairobi Kenya

Vacancy (Needed Urgently): Service Centre Manager

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

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

Location: Nairobi

Duties & Responsibilities

Overall management of the respective Service Center and supervision of direct reporting staffResponsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service mattersOversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPSOversee and monitor ISO processes and procedures relating to ServiceDevelop, monitor and administer Service Levels and adherence to same by direct reporting staffOversee the security of company assets including daily cash receiptsEnsure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service CenterIdentify training requirements for direct reporting staffPlan, forecast and implement Service Center action plansOversee Parts Department operations by hands-on involvementSeek and secure customer feedback to monitor and manage customer concernsResponsible for staff annual performance appraisalsAny other duties assignedRTAT at or under 3 Days for both In and Out of Warranty RepairsIn-Home SVC Rate at or above the 75% benchmarkNPS (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 Centers3-5 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 etcHandled large team of technicians, supervisors and management skillsExcellent communication skillsGood customer handling and customer interaction skillsMust have passion for customer serviceMBA will be an added advantageGood experience in managing spare parts departmentNB: This job description may be reviewed by the management at a later date; for the purpose of increasing efficiency.Only those who meet the minimum requirements stated need apply.
Detailed and updated CV, Indicating your availabilityExpected SalaryOn the Subject line clearly indicate “SERVICE CENTRE MANAGER”

E-mail to; theconsultant@dafinaconsultants.com