CE - Chief Technician

Overview

We are actively seeking a Chief Technician to join our Service–Aftersales team, where he will lead and oversee the Consumer Electronics Technicians team.

Responsibilities

• Lead and manage the performance of the Technical Center team for walk-in and in-home repairs, ensuring fair distribution of repair flow by category.
• Provide technical leadership and support to remote technical points’ technicians.
• Ensure full compliance with service SOPs, SLAs, and repair turnaround time targets.
• Analyze process gaps, recommend corrective actions, and prevent accumulation of import damaged items.
• Handle escalations by initiating actions, following up cases, and closing them with appropriate decisions.
• Oversee spare parts operations : control requests, coordinate with the spare parts coordinator, and prepare import spare parts lists.
• Run periodic inventories for customer and company items, and prepare periodical reports for Services Management.
• Maintain strong communication with sales zone supervisors to address customer complaints, implement happy call procedures, and drive customer satisfaction improvement.
• Ensure implementation of support models (imports + local) and apply the 5S methodology in all work areas.

Qualifications & Skills

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