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Managed Service Manager
2 weeks ago
Managed Service Manager - Consumer Electronics
Contract Position
Based in Randburg
To manage the Service centre department.
This entails ensuring that the business commercials reflect those agreed to with clients as well as people and financial management.
JOB PURPOSE:
- Manage a team of technicians
- Responsible for assigning electronic repairsÂ
- Manage all online and social media sources and platforms
- Responsible for VOC management, resolution, and reporting
- Continuous processes and procedure reviews and collaborationÂ
- Analyse problems, identified trends, and developed strategies forÂ
- Track performance against set KPIs and ensure compliance
- Managed service admin, resource planning and service work
- Review warranty repair claims and exchanges to ensure accuracy
- Approve all credits for warranty and part returns
- Service training and implementation
- Manage returned products and ensured verification before issuingÂ
- Provide support and assistance to Field Technicians
- Testing and escalating any irregularities and system errors
- Managing customer courtesy calls post repairs and invoicing
- Ensuring timely parts and product deliveries and exchangesÂ
- Track customer repair process to ensure first time fix
- Training technicians and service repair staff
QUALIFICATIONS, EXPERIENCE, SKILLS:
Years of Experience
- A minimum of 2 '† 3 years successful track record in managing a service centre environment
A minimum of 2 '† 3 years in consumer electronics/service electronics environmentÂ:
- At least 5 years' customer management experience essential
- 23 years' experience project management experience essential
-
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