Managed Service Manager

2 days ago

Randburg, South Africa iSON Xperiences Full time

**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
between departments
- Analyse problems, identified trends, and developed strategies forÂ
maximizing service improvement processes
- Track performance against set KPIs and ensure compliance
- Managed service admin, resource planning and service work
allocation
- 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
customer credit or exchange
- 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

Â

**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
- 2-3 years' experience project management experience essential

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