+ NEW VACANCY +
AFTER SALES SUPPORT MANAGER
Leading Distribution Company
Riyadh
ARAB NATIONALS ONLY
Our client is Leading Distribution Company with a very strong reputation in Saudi.
We are looking for an experienced After Sales Support Manager to be based at their head office in Riyadh, Saudi Arabia
JOB OVERVIEW
Service: Deliver outstanding Customer Service through timely processing of returns and best in class after sale service processes and information systems.
Cost: Ensure the company is cost efficient, productive and eliminate waste and non-added value. Ensure operating expenses are in line with the budget and agreed productivity levels. Introduce value added services to generate revenue and offset operating expenditures.
Controls: Establish and enforce robust internal control processes to eliminate any stock variances or penalties from the vendors.
Reports to: GM-Supply Chain
KEY RESPONSIBILITIES
Customer Satisfaction
• Maintains the Mission and Vision statements of the After Sales Service Department
• Creates a customer centric culture within the after sale service department
• Establish and maintain a process at all stages (drop points, service desk, call center, technicians) that meets the after sale service requirements of the company.
• Tracks Service time compliance on a daily basis.
• Establish a customer satisfaction survey process and manage the output.
• Delivers high levels of customer satisfaction by fixing any systemic process issues.
• Maintain an up to date action plan addressing the issues with after sale service.
• Share the customer satisfaction results with the operator and the vendors.
• Establish and manage an effective escalation process to ensure difficult cases are properly managed.
• Ensure proper availability of seed inventory is maintained at all times.
After sale Service Third Party Management
• Manage the service level agreement with the after sale service contractor.
• Work with Admin to qualify after sale service vendors that meet the company's service, cost and controls requirements.
• Establish and maintain agreements that establish clearly the financial liabilities of the after sale service contractor. Such financial liabilities include and not limited to: Loss of stock and company assets, penalties charged by the devices vendors and manufacturers, etc.
Transportation Management
• Manage effectively and timely all transportation from drop points to the service hub and from the service hub back to the drop points.
• Manage the transportation from the service hub back to the vendors and from the vendors, central warehouse to the service centers/hub.
• Ensure goods are returned timely to the vendors to avoid any penalties due to late returns.
• Ensure all transportation contracts protect company assets and specify clear proof of delivery mechanisms.
• Ensure all goods are insured during transportation.
Internal Controls
• Establish and enforce policies and procedures to safeguard the company's assets.
• Establish and maintain the information system to control the after sale service process, stock and other company assets.
• Ensure physical counts are conducted at least on a weekly basis in all the service locations/hubs.
• Ensure all physical to book variances are resolved timely. This includes but not limited to raising timely debit notes, following up on the collections from any other party responsible for any loss of stock, loss of company assets, or penalties charged by the manufacturers and vendors.
• Manage the access to the information system in line with the company's policies and procedures of information system security.
• Ensure full compliance to the company's, manufacturers and regulatory archiving requirements.
Reporting
• After sale service scorecard: Daily
• Physical to book variance: Weekly
• After sale service P&L: Monthly
• BPR: Monthly
Job Details
| Date Posted: | 2013-02-17 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Sales |
| Company Industry: | Telecommunications; Distributions and Logistics |
Preferred Candidate
| Career Level: | Management |
| Gender: | Male |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
Apply Now - Jobs in Saudi Arabia - Search All Jobs
No comments:
Post a Comment