Responsibilities

1- Service Operations & Operational Excellence:

• Oversee product repair of the full lineup of home appliances, home electronics and digital signage.
• Focus on the quality of service, parts, service coverage, costs & Support dealer related issues with service or quality
• Assign, monitor daily tasks, and provide guidance or solutions for service related issues.

2- Customer Satisfaction & Performance Monitoring:

• Work with call center to close VOCs and maintain high levels of customer satisfaction
• Execute plans to achieve and exceed KPIs related to customer satisfaction, service NPS, process improvement, pending job closures, and overall profitability, while ensuring full adherence to performance standards set by the principal.
• Regularly analyze service performance data to identify areas for improvement and implement strategies to increase efficiency.
• Perform emergency corrective maintenance in the field utilizing in-depth troubleshooting of a wide variety of tool models and peripheral equipment's

3- Principal Coordination & Product Knowledge:

• Liaising with the principal team to stay updated on product updates, technical specifications, warranty policies, and communicate any changes to the service team and customers.
• Analyze and report to Principal regarding service quality, and cost issues.
• Report product-related quality issues or trends and provide recommendations for corrective actions.

4- Training & Staff Development

• Identify skill gaps and design technical and soft skills training plans for the technician team.
• Conduct regular hands-on sessions to enhance troubleshooting capabilities and customer interaction.

Educational Qualification

• Bachelor or diploma degree in Mechanical or Electronics Engineering
• Additional certifications in CE service or management are a plus

Experience

• Years of Experience: 5 - 8 Years
• Field of Experience : Minimum 5 years of experience in service of consumer electronics industry of which 3 years of experience must be in a supervisory level.

Skills

• Strong Technical & product knowledge of home appliances and consumer electronics.
• Excellent Technical training & Team leadership skills.
• Proficiency in troubleshooting and field diagnostics.
• Strong communication skills in English (spoken and written)

Job Remarks

• Preferred Language: Arabic, English
• Job Country : Kuwait
• Duty Shift / Timings : One Shift / 8:00 am - 4:00 pm