Services Customer Relation & QA Manager - Saudi Arabia

• Our customers are expecting an outstanding experience starting from the scheduling and the physical delivery and installation of the purchased products. Customer experience extends whenever the customer requires after sales support from the Maintenance and services department. The Services customers’ relation and QA Manager role is to:
• Closely overlook all customers’ touch points and work closely with the different departments to ensure highest customers’ satisfaction.
• Measure and track the performances of the different interfaces & lead gaps resolution with the related services managers.
• Drive the customer satisfaction strategy across all the services touch points leading to growth of customer satisfaction.

KEY RESPONSIBILITIES:
Services Customer Relation Responsibilities:

• Develop the Objectives of the Services Customer Relation Department.
• Develop with the services managers the specific Goals and commitments required to satisfy the customers based on data analysis and customer satisfaction surveys.
• Develop & lead the implementation of the Strategies to achieve the customer satisfaction Goals & KPIs.
• Develop the set of tools and measures required to read and understand customer level of satisfaction.
• Develop the set of cross departments and clusters success criteria and KPI to enable the periodic monitoring and tracking of the services performance.
• Daily monitor of the KPI and ensure that the right action plans are in place and implemented to bridge the gap.
• Handle customer complaints with the different involved services Leaders.
• Develop a culture of “Customer Satisfaction” among the services employees.
• Benchmark Services performance with the Best in Class Services providers.
• Coordinate with the MR&D Manager the research required to understand the customers’ habits, requirements and expectations.
• Lead the coordination with the call center to ensure Customer Satisfaction when going through Services experience.

Services QA Responsibilities:

• Develop and apply QA programs to Services tasks and activities
• Establish and monitor the daily KPI of the Services department
• Train the Service teams on QC/QA procedures and systems
• Develop and lead QA/QC auditing team and processes
• Lead the documentation of all Services activities, own the services operations manual.
• Work with the Technical Managers to assure reporting quality concerns on the imported items.
• Ensure complete standardization and harmony across the services clusters
• Ensure complete adherence to QA guidelines.