Service Centre Manager Job Vacancy in Kenya

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 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 assigned3-5 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 departmentKey Performance Indicators

Quantitative:

RTAT 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 2013 benchmarkCustomer 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 CentersIf qualified, kindly send your application letter and CV to jobs@jantakenya.com clearly indicating ‘Service Centre Manager’ on the subject line by 12thrd December, 2014.Do not attach not certificates.

Only shortlisted candidates are contacted.