Regional Technical Center Head

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The Regional TC Head is the single point of contact for the service in his region; he is responsible for managing the electronics service team in his region. He is accountable for delivering the customer service KPIs for the electronics services in his region as well as raising the technical index of his team members. Moreover, the Regional TC head should deliver the services sales required from his region.

• Manage and solve all personnel related issues rising in his region.
• Responsible for the Electronics Services sales in his region.
• Ensure the implementation of Electronics Services SOPs in his locations.
• Responsible for team technical development & people growth in his region.
• Recognize good performance; develop and encourage customer focus environment and nominate Service‑Awards candidates.
• Monitor the KPIs for his reasons, analyze the gaps and take actions to bridge them.
• Ensure that the technicians are handling repairs of defective items in compliance with the targeted repair time.
• Receive escalations; initiate necessary actions, follow up the status of each case and finally close them with relevant decisions.
• Prevent the accumulation of import damaged items.
• Ensure that Service Level Agreements are fully implemented and maintain positive and fruitful relationships with all service centers of local vendors.
• Run periodic inventory for items inside the technical center (for both customers and extra).
• Ensure technical readiness (in coordination with the Technical Manager) before the launch of new products.
• Hold & review all services petty cash and control the spending.
• Prepare required periodical reports to be presented to the electronics service’s operation manager.
• Check and monitor the electronics services sales materials in his region stores.
• Handle customer complaints and happy call procedures and take proper actions to assure continuous customer satisfaction improvement.
• Analyze process gaps and recommend and execute corrective actions.
• Manage technical center inventories (product under service and loaners).
• Assure the implementation of the 5S methodology in the working place(s).

• 5 years’ experience as a technical Supervisor or Workshop Supervisor / manager in a well‑known Electronics or Telecommunication Manufacturer or Authorized Dealer.
• Very good English and Arabic communication skills.
• Maximum 35 years old.
• White‑goods or electronics repair skills for all product range like refrigerators, washing machines, air conditioners, cooking range, dryers, washers, high‑end LCDs, plasma.
• Excellent computer skills, especially Microsoft Office application and ERP.
• Analytical and trouble‑shooter.
• High leadership skills.
• Hands‑on working ability, leading by example.
• Communicate in Arabic and English language.
• Pleasant personality; customer oriented.
• Ability to manage group of up to 30 direct reporters.

• Mid‑Senior level

• Full‑time

• Sales, Customer Service, and Business Development
• Industries:
  Retail