Chief Technician

- Operationally lead the performance of technical center team for Walk-in and In-home repairs
- Technically lead and support the remote technical points’ technician.
- Assure the full compliance of the services SOPs in his technical center
- Ensure that the technicians are handling the repairs of defective items in compliance with the repair targeted time.
- Analyze processes gaps and recommend corrective actions.
- Receive escalations; initiate necessary actions, follow-up the status of each case and finally close them with relevant decisions.
- Ensure the repair cycle is complete which should lead to the targeted results of customers’ satisfaction
- Master the distribution of repairs flow among the technicians on category basis.
- Assure preventing the accumulations of import damaged items.
- Ensure the implementation & deployment of the support models (imports + local).
- Ensure that Service Level Agreements are fully implemented and to maintain positive and fruitful relationships with all service centers of local vendors.
- Run periodical inventory for items inside the technical center (for both customers and extra)
- Maintain open channels with sales zone supervisors, to receive & analyze customer’s complaints and to come-up with relevant solutions.
- Control & track spare parts requests in coordination with spare parts coordinator.
- Issue (in coordination with spare parts coordinator & Electronics Services teams) the required spare parts lists of import products to be ordered.
- Prepare required periodical reports to be presented to the Services Management.
- Assures the implementation of the 5S methodology in the working place(s)
- Handling customer complaints and Happy call procedures and take the proper actions to assure continues customer satisfaction improvement

- Holding Bachelor/diploma degree in electrical/mechanical engineering or equivalent.
- 5 to 7 years’ experience as a senior technician/supervisor in a well-known Electronics or Telecommunication Manufacturer or Authorized Dealer.
- English Speaker.
- Maximum 40 years old.

About The Company