Regional Service Manager at GardaWorld

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.