ِA well known Electronics manufacturing company in Amman is seeking a highly motivated and experienced After-Sales Service Manager to lead thier dedicated service team and drive exceptional customer satisfaction. This permanent, onsite position in Amman, Jordan, offers a significant opportunity to shape and elevate thier after-sales operations, ensuring seamless service delivery and robust customer relationships within the consumer electronics sector.
Key Responsibilities
- Oversee and manage the daily operations of the service centre, ensuring efficient workflow and resource allocation.
- Lead, mentor, and evaluate a team of up to 6 service technicians, fostering a high-performance and collaborative environment.
- Proactively manage and resolve customer complaints and escalated service cases with professionalism and empathy, consistently prioritizing customer satisfaction.
- Act as the primary liaison with international manufacturers and suppliers, effectively communicating technical issues, managing warranty claims, and ensuring timely product support.
- Administer and track Return Merchandise Authorization (RMA) requests for spare parts and defective products, ensuring swift processing.
- Monitor all warranty repairs, guaranteeing compliance with company and supplier policies and ensuring the timely and effective servicing of TVs, electronic appliances, and related products.
- Develop and implement strategies to establish and monitor key performance indicators (KPIs) such as repair turnaround time, first-time fix rate, customer satisfaction, and warranty costs.
- Analyze recurring product failures and provide actionable feedback to management and manufacturers to drive product improvement and reduce service load.
- Manage spare parts inventory levels, coordinating ordering requirements with suppliers to optimize stock availability and minimize costs.
- Prepare comprehensive performance reports on service centre operations, technician productivity, warranty claims, and customer feedback for senior management.
Required Qualifications
- A Bachelor of Business Administration or an Associate of Applied Business degree.
- A minimum of 10 years of progressive experience in after-sales service or a related field within the consumer electronics industry.
- At least 3-5 years of direct experience managing a service centre.
- Demonstrated expertise in Product Knowledge, particularly within consumer electronics.
- Proven proficiency in Customer Relationship Management (CRM) systems and practices.
- Strong understanding and experience in Warranty Management, including claims processing and policy adherence.
- Hands-on experience with Repair and Installation processes for electronic devices.
- Solid skills in Service Reporting and data analysis.
- Exceptional Communication Skills, both written and verbal.
- A demonstrated ability to show Empathy towards customers.
- Excellent Time Management and organizational skills.
- Proficient in Conflict Resolution techniques.
- Keen Attention to Detail in all aspects of service delivery.
- Experience in electronic devices maintenance.
- Proven team management and leadership capabilities.
Preferred Qualifications
- Certified Customer Service Professional (CCSP) certification.
- Fluency in both English and Arabic languages.
What We Offer
- Competitive compensation commensurate with experience and qualifications.
- A comprehensive benefits package designed to support your well-being.
- The opportunity to lead and make a significant impact in a crucial role within a reputable organization.
- A stable and professional work environment at Amman, Jordan location.
