Regional Technical Center Head

The Regional TC Head is the single point of contact for the service in his region; he is responsible for managing the electronics service team in his region. He is accountable of delivering the customer service KPIs for the electronics services in his region as well as raising the technical index of his team members. Moreover, the Regional TC head should deliver the services sales required from his region.

Responsibilities

• Manage and solve all personnel related issues rising in his region.
• Responsible for the Electronics Services sales in his region.
• Ensure the implementation of Electronics Services SOPs in his locations.
• Responsible for team technical development & people growth in his region.
• Recognize good performance; develop and encourage customer focus environment and nominate Service-Awards candidates.
• Monitor the KPIs for his reasons, analyze the gaps and take actions to bridge them.
• To ensure that the technicians are handling the repairs of defective items in compliance with the targeted repair time.
• Receive escalations; initiate necessary actions, follow up the status of each case and finally close them with relevant decisions.
• To prevent the accumulation of import damaged items.
• To ensure that Service Level Agreements are fully implemented and to maintain positive and fruitful relationships with all service centers of local vendors.
• To run periodical inventory for items inside the technical center (for both customers and extra)
• To ensure technical readiness (in coordination with the Technical Manager) before the launch of new products.
• Hold & review all services petty cash and control the spending.
• Prepare required periodical reports to be presented to the electronics service’s operation manager.
• Responsible for checking and monitoring the electronics services sales materials in his region stores.
• Handling customer complaints and happy call procedures and taking proper actions to assure continues customer satisfaction improvement.
• Analyze processes gaps and recommend and execute corrective actions.
• Manage the technical center inventories (product under service and loaners)
• Assures the implementation of the 5S methodology in the working place(s)

Skills and qualifications

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