Job Description
Job Purpose
Lead and manage all after-sales operations within the branch to ensure the achievement of business objectives, customer satisfaction targets and operational excellence. The role is responsible for developing service teams, enhancing operational performance, driving continuous improvement initiatives, and ensuring compliance with company standards and procedures.
Key Responsibilities
Operations Management
- Lead and manage all after-sales service activities within the branch.
- Ensure achievement of branch operational and customer satisfaction targets.
- Monitor the service team performance through defined KPIs and implement corrective actions when needed.
- Execute company strategies and translate them into actionable branch plans.
- Ensure full compliance with company policies, procedures, and quality standards.
Team Leadership & Development
- Lead, coach, and develop team leaders, and administrative staff.
- Conduct regular performance reviews and establish development plans for team members.
- Build a high-performance culture focused on accountability, efficiency, and customer service excellence.
- Identify training needs and coordinate capability development programs.
Franchise & Partner Management
- Monitor and improve franchise/service partner performance.
- Ensure service partners comply with company operational and customer service standards.
- Conduct regular performance evaluations and implement improvement initiatives.
Customer Experience Management
- Drive customer satisfaction and retention through excellent service delivery.
- Ensure timely response and resolution of customer concerns and escalations.
- Monitor customer feedback and implement continuous improvement actions.
- Enhance customer communication and service experience across all touchpoints.
Reporting & Continuous Improvement
- Prepare periodic operational and performance reports.
- Analyze business trends and provide recommendations for improving branch performance.
- Lead continuous improvement projects aimed at increasing productivity and customer satisfaction.
Qualifications Education
- Bachelor's degree in mechanical engineering, Electrical Engineering, or a related field.
Required Competencies
Technical & Business Skills
- Strategic Planning
- Operations Management
- Performance Management
- Business Analysis
- Project Management
- KPI Management
- Process Improvement
Leadership Competencies
- Team Leadership
- Coaching & Mentoring
- People Development
- Decision Making
- Problem Solving
Customer Excellence
- Customer Focus
- Service Excellence
- Communication Skills
- Stakeholder Management
- Customer Complaint Handling
