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Job Description
- Driver Services Sales & Margin related to Smart Products.
- Create Value Added Services packages in line with the market dynamics and consumer demand & lead the related services sales to deliver expected annual growth.
- Lead a group of technically and managerially skilled team to deliver Customer satisfaction, Service expansion, KPIs achievement, cost control, and Organization Building (People, Process and infrastructure)
KEY RESPONSIBILITIES:
- Develop and manage the execution of the smart products services strategies and plans.
- Lead the strategic growth and expansion of the smart products services products.
- Drive low-cost- operator strategy; improve efficiency and control the Services expense budget to generates savings.
- Perform annual business plans and budgeting for Related Services
- Create and develop new Services Products in coordination with the Services R & manager. This include consumer surveys, market analysis, creating service packages, develop training and marketing materials, assure technical readiness, recruit service team and acquire needed resources
- Sales forecast preparation, target distribution, sales follow-up, analysis and preparing action plans.
- Continues development of the existing services products to maintain sustainability.
- Develop and implement the Service Level Agreement / Authorized Service Partner agreements with vendors / principles.
- Negotiate related material & tools deals with suppliers
- Lead the technical call center activities “24/7 Tele-technical and Remote access support” and enhance quality of offered service
- Identify Services operations and sales challenges and provide solutions to overcome them. This may include changing processes, systems or services products.
- Ensures the implementation of Services standard operating processes across all service locations.
- Define the set of measures and KPI that enable the monitoring of the progress toward the desired goals, continuously track and assure the resolution of related Gaps
- Monitor and coach the reporting managers to assure their effective personal development.
- Lead the hiring, training and development of the Services team to assure performing to their maximum capacity.
- Lead the Services team to handle customers’ complaints with timely manner.
- Lead the repair of smart products damaged imported items.
- Drive employees’ morale through assuring the resolution of all personnel related issues & applying retention techniques.
Job Requirements
- Job will be in Saudi Arabia
- High energy individual, self-directed and enthusiastic, must have integrity and strong teamwork orientation
- Must be decisive and self-starter with demonstrated ability to take initiatives and lead implementation till completion
- Engineering University graduate with minimum of 4 years’ experience at middle management level.
- A proven ability to re-engineer / develop the related processes which drive the business results & efficiency
- Ability to multi-task, running several projects and work streams at once
- Excellent English spoken and written, ideally with Arabic language skills.
- High level of influencing skills across all areas and self-belief
- Excellent presentation development & delivery skills, demonstrated ability to interact with Senior Leadership.
SKILLS:
- Technical expertise: Must possess proven expertise in services management including: VAS management, customer relationship management, maintenance and repair management, development and implementation of KPIs
- Must have strong Leadership, Initiative Taking, Problem Solving, Communication and Team Work Skills.
- Must possess planning, organizing and analytical skills, and able communicator (oral and written) with influence skills.
MEASURES AND EXPECTED RESULTS:
- Related VAS Sales, Margin & Net Profit
- Customers Satisfaction
- Services Employees’ morale / satisfaction
- Yearly OGSM Deliverables.
- Control of Import Damage
