Midis Group Qatar Careers 2023 | Apply for Service Center Manager Jobs Vacancy

As a Service Center Manager you will be accountable for managing the daily activities of the center, overseeing the allocated repair jobs and ensuring a world-class service while optimizing workflows and enhancing the customer experience. Also, focus on expanding service locations and bringing on business to increase volumes and targets.

Responsibilities

Technical and Operations

• Oversee the daily operations of assigned center(s) while managing and monitoring workflows and ensuring repair volume targets are achieved;
• Optimize the center activities working on improvements and identifying enhancements in customer satisfaction and service operations;
• Connect with Apple retailers and resellers to bring in business and increase repair volumes;
• Expand the service locations in the country and handle legal documentation accordingly;
• Develop plans to increase session availability, reduce customer wait times and meet customer demand;
• Ensure all services and repairs align with established policies and procedures as per Apple guidelines;
• Address customer service issues and complaints and ensure a prompt feedback and follow up;
• Lead new initiatives related to the services and repairs, train and provide feedback on performance;
• Guarantee a full floor coverage at all times while planning the team schedules and handling new vacancies;
• Stay abreast on current promotions, store initiatives, policies and procedures and assist with new openings while maintaining Apple standards at all times;
• Manage the workflow of units for service based on the team’s knowledge and skills;
• Manage apple spare parts, assess inventory levels and optimize balances while liaising directly with Apple (if located in UAE) or ABMCare UAE (if located in other regions);
• Deal and follow up with Apple on returns and other repair related issues and report to management accordingly;
• Monitor KPIs and other service excellence metrics including but not limited to RepTAT, SUR, SDR, NTF, repair ageing and KBB ageing;
• Evaluate performance and metrics, raise recommendations and take necessary actions targeting service excellence and customer satisfaction;
• Submit periodic reports to management;
• Perform bank deposits of daily cash sales and other related transactions and follow up as and when needed;
• Handle the service center petty cash and expenses;
• Liaise with the finance team on reconciliations, daily sales report and other related activities;

Talent Development

• Lead and coach the team cultivating empowerment and ownership;
• Develop capabilities and secure a solid succession plan;
• Conduct regular performance reviews, identify training needs and oversee development plans.

Qualifications

• Develop capabilities and secure a solid succession plan;
• At least 7 years of relevant experience

• Leadership Skills
• Management Skills