Jobs Career Advice Post Job
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Sep 6, 2022
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • GardaWorld International Protective Services is the international security division of GardaWorld Security Corporation, the world's largest privately owned security company. Our services include static security, consulting, threat monitoring and reporting, crisis response, logistical support, mobile security, close protection, training and risk management.
    Read more about this company

     

    Regional Service Manager

     

    Major Tasks

    • Management of all ASCs Escalations to the Service Team;
    • Ensuring adherence of ASC’s to Samsung Service Contract and Management of ASC relationship with Samsung Electronics East Africa service (SEEA SVC)
    • Aligning and driving processes to meet or exceed the target KPI’s and in line with the Samsung Service Contract;
    • Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue;
    • Improving operational processes to achieve optimal performance and continually improve the ASC experience;
    • Ensuring that all Standard Operating procedures which SEEA lays out are being adhered to by ASC’s ( Periodic network audit of Service Centers & reporting results/recommendation for improvement (Infra, SVC Policy & SVC Systems compliance, Skills, Branding, Financials, Empathy etc)
    • Manage daily, weekly and monthly reporting on all ASC’s, including report to them (MBR’s/WBR’s & QBR’s)
    • Escalation of potential market issues to Management level; collecting Voice of Customers (VOCs) from the market & Escalation to management
    • All form and means of communication to ASC’s; In charge of New Process implementation/enforcement in the field.
    • Management of all ASC training requirements & Scheduling of all ASC training;
    • Monitoring of all payments made to the ASCs;
    • GSPN system Administration for SEEA (Global Service Partner Network)

    70%

    Other Activities

    • Service Network expansion in your assigned region, by ensuring suitable independent service partners are identified and ultimately vetted and appointed in accordance to SEEA requirements
    • In charge of Samsung Service awareness (SVC Marketing/Promotions, ASC branding & Uniforms, etc)

    30%

    Key Performance Indicators (KPI)

    • Repair Pending Management Long Term Repair Ratio (LTP)
    • DSR / CMI (Dissatisfied customer / Customer monitoring index)
    • Financial Sustainability (Samsung Authorized Service Partners)
    • B2B management (EIP, EBT, Operator)
    • Key Dealer relationship management
    • ASC performance & compliance management
    • GSPN system Administration for SEEA (Global Service Partner Network)

    Key Relationships

    Direct Reports to this Position

    None

    Customers of this Position

    • Internal: Service Business Operations units, Samsung Sales/marketing teams
    • External: Samsung Authorized Service Partners, Samsung dealers/Distributors , Samsung Customers

    Qualifications

    • Degree / diploma in Business management
    • Technical degree/diploma qualification will be advantageous

    Experience

    • Minimum 5 years corporate project management experience;
    • Minimum 5 years experience in consumer electronics service industry or related field;
    • Preferable experience in dealing with complex Service requirements and deliverables.
    • Exposure to Service Delivery methodologies.
    • In depth knowledge of repair and service center operations
    • Extensive knowledge in the FMCG Electronics environment both pre-sales and post sales
    • In-depth knowledge of service related data, databases, Service Management systems,
    • Extensive experience in project management (process, system, technology) from conceptualization to result monitoring
    • MS software (Excel, Word, Power Point)

    Required Skills & Competencies

    Technical

    • Knowledge of service process within consumer electronics industry.
    • Strong knowledge of the consumer protection act.
    • High level PC skills competency. (All Office programs)
    • Knowledge of SAP based programs.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to GardaWorld on www.linkedin.com to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at GardaWorld Back To Home

Related Companies Hiring Now

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail