Skills And Tools:
- Work with the senior management to set revenue and goals on a monthly, quarterly, or annual basis by setting the strategy and plan for the department.
- Control and evaluation of after sales activities, determining after sales targets, receiving after sales activity reports, evaluating achieved results and taking appropriate corrective actions to improve performance.
- Build the internal management policies and manage the relationship between after Sales Dep. and other departments.
- Managing, receiving and analysis of all Service performance KPI’s
- (Speed, Quality, Customer Satisfaction, Spare Parts Forecasting …etc.
- (LTP, TAT, CRRR, 1 Hr. Repair,OFS ,…etc.)
- Contact and cooperate with Samsung team to achieve both Vendor and partner objective
- Monitor service network evaluation (incentive/penalty) program.
- Explain, update and follow up with teams all new changes by Samsung in policy or process.
- Managing Maintenance Technicians Team
- Managing Technical Support Team (training, technical issues, Quality issues, etc.)
- Managing Moving Service center operation.
- Managing Material Planning and Spare parts demand team
- Managing Claims & Fraud control Team
- Managing service tracking Team
- Develop and coach direct reports, ensuring that the team members’ performance and capability aligns with the overall objectives.
- Manage end to end process, procedures, policies, and standards of customer care Section.
Manage the customer experience frame work in collaboration with all teams in operations to build loyalty and ensure best customer experience.
- Electronic experience is a must preferred in Mobile sector
- Great leadership skill
- Excellent detail-oriented skills
- Excellent Stakeholders management skills.
- Problem Solving and conflict resolution skills
- Strong analytical skills
- Great multitasking and organizational abilities
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