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Job Description
Service Center ManagerAs 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.ResponsibilitiesTechnical 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 experienceSkills* Leadership Skills* Management Skills Job Location Doha, Qatar Job Role Support Services Years of Experience Min: 7 Max: 17 Residence Location Qatar
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