Chief Technician

Responsibilities

• Operationally lead the performance of technical center team for Walk-in and In-home repairs
• Technically lead and support the remote technical points’ technician
• Assure the full compliance of the services SOPs in his technical center
• Ensure that the technicians are handling the repairs of defective items in compliance with the repair targeted time
• Analyze processes gaps and recommend corrective actions
• Receive escalations; initiate necessary actions, follow-up the status of each case and finally close them with relevant decisions
• Ensure the repair cycle is complete which should lead to the targeted results of customers’ satisfaction
• Master the distribution of repairs flow among the technicians on category basis
• Assure preventing the accumulations of import damaged items
• Ensure the implementation & deployment of the support models (imports + local)
• Ensure that Service Level Agreements are fully implemented and to maintain positive and fruitful relationships with all service centers of local vendors
• Run periodical inventory for items inside the technical center (for both customers and extra)
• Maintain open channels with sales zone supervisors, to receive & analyze customer’s complaints and to come-up with relevant solutions
• Control & track spare parts requests in coordination with spare parts coordinator
• Issue (in coordination with spare parts coordinator & Electronics Services teams) the required spare parts lists of import products to be ordered
• Prepare required periodical reports to be presented to the Services Management
• Assures the implementation of the 5S methodology in the working place(s)
• Handling customer complaints and Happy call procedures and take the proper actions to assure continues customer satisfaction improvement

• Holding Bachelor/diploma degree in electrical/mechanical engineering or equivalent
• 5 to 7 years’ experience as a senior technician/supervisor in a well-known Electronics or Telecommunication Manufacturer or Authorized Dealer
• English Speaker
• Maximum 40 years old

About The Company