Service Operations Manager - Makita Power tools
Nehmeh Corporation
مجموع سنوات الخبرة :21 years, 7 أشهر
Manage the daily activity of the Makita power tools service, by taking care of customer needs and directing service technicians in manner that makes the service department profitable and efficient. Handle and resolve issues, problems and complaints. Be a resource to customer inquiries. Direct, guide and work closely with technical manager, customer service and technicians.
Duties:
Supervising, controlling and being fully accountable for the work of subordinated.
Responsible to manage the work flow and ensure there is no back log and all the tasks are completed within the given time frame.
Received customer complaints, repair and service request, for Makita service center-workshop department.
Keep track of inspection, repair and service work undertaken by technicians and ensure timely closure.
Partners with technicians and customer service administrator and ensure quick turnaround between inspection and quotation preparation.
Keeps track of work being performed by individual’s technicians and initiates communication with customer, customer service administrator and ensures customer issues are attended to and solutions provided.
Direct, guide and mentor technicians for the issues that has been escalated/or has potential implications with regards to business with customer.
Keep track of individual technician performance and provide regular feedback to technicians.
Periodic reporting on individual performance to next level manager and action plan to improve performance.
Responsible to provide technical training to technicians.
Work with the up line managers and define goals, individual’s target, define measurement to track performance for each technician.
Measures the performance of the technicians and check of there is any deviation with reference to the goal and targets set and initiate performance improvement plans for low performers.
Provides periodic reporting to management on various parameters of
Overlook smooth repair flow and supervise work execution within repair centers in region.
Responsible for coaching and transfer of knowledge to subordinates.
Involved in Root Cause Analysis and Reliable solutions towards customer complaint.
Overlook customer satisfaction in terms of response, Quality repair by MIS
Supervised everyday activities and ensure effective productivity by team.
Manage daily operation in Service Center
Spare parts management for service center
Repair execution.
Repair execution with clean and neat operation in service center.
Achievement of Employee of the year in 2006
Achievement of Employee of the month in Aug. 2007 for display team’s spirit
Achieve lots of awards for lowest repair cycle time amongst all repair centers.
Assist the Workshop Manager in managing the daily operations with quality of job. Lead the team in achieving best possible workshop quality and execute all jobs according to customers’ requests.
Supervise work execution and carrying out mechanical routine jobs, troubleshooting to mechanical faults in stand drill machine, arm drill machine, Center lathes.
Tech. Engineer