Our client, a multinational home appliances manufacturer is looking for a Regional Field Service Executive.
Objective of the position:
Manage and support of service operations of distributor service partners across the region of ME, which includes monitoring the service quality, appearance of service organization & service personnel, technical training, technical support and information flow between Service Centers within ME countries, technical team and headquarters.
Communication links (with whom and purpose):
Head of service - Overview of customer service/ reports
Spare parts distribution, material updates and pricing
End users - Specific product issues support and feedback
Description of tasks
1. To provide customer service support to distributors service partners in the region.
Identify, monitor and develop the strategies for Customer Service in ME countries in accordance with the sales strategies and regional market requirements to achieve the vision and the targets of the organization.
Oversee the operational processes and evaluate the performance of the organization
Setting up of KPI’s, monitoring the developments for future growth.
Preparation of service agreements for distributor partners along with legal team.
2. Development of service quality of distributor partners to standards
Assist to set up organizational structure with clear responsibilities and determine suitable business models for distributors services in ME countries.
Regular service support visits and periodic audit of distributor’s service in the region.
Contacting end users to get feedback about the service offered by the distributor service (customer satisfaction survey).
Focus on corporate identity, branding of distributor service centres, service cars and uniforms of service personnel.
Responsible for developing & controlling service quality of the sold brands with the distributor service in the region, assuring availability of required spare parts, service related tools and equipments, ensuring on timely service for customers and distributor service partners.
3. Finding and reporting quality Problems
Based on the feedback from the market, Interaction with Quality department / factories for product related issues and necessary support / advise to service partners in the region.
Coordination with global recall rework activities along with regional, Factories, HQ and respective distributor service partners in the region
4. Organizing Service Trainings
Train the trainers of distributor service partners on technical, Installation & customer support functions for enhanced performance and increase customer satisfaction. Regular trainings are conducted for key partners in their respective countries for one or twice a year.
5. Spare Parts Support / Pricing for the Region
Day to today material update in SAP and setting regional price in the system
Follow-up of deliveries and back orders with Central warehouse
Support function for damaged and missing spare parts claims for the region.
6. Social Media / Website customer complaints
Support function to solve the escalated customer complaints in the social media platform by coordinating with community manager, brand manager and respective distributor partner
•Diploma / University Degree
•Technical: Experience in technical and management of service operations and reporting.
Planning and Coordination skills with analytical thinking, High analysis and reporting capabilities, Result- oriented, problem solving skills, strong communication skills, Customer oriented.
Specific knowledge, competence:
•Fluent in (English), General technical product knowledge, Intercultural communication skills
•Others: Valid driving license, No travel restriction abroad, Open to flexible work hours