Head of Service

Job Description

Title: Head of Service

Company Name: A very well reputed Company

Vacancy: 01

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Master of Science (MSc) in Electrical Electronics Engineering,Mechanical Engineering
∎ Master of Business Administration (MBA) in Marketing/ Management from IBA, Dhaka University, IBA, Jahangirnagar University, University of Dhaka, East West University, North South University, Brac University, Independent University, BUP students will get preference.
∎ Bangladesh University of Engineering and Technology,Khulna University of Engineering and Technology,Rajshahi University of Engineering and Technology,Dhaka University of Engineering and Technology students will get preference
∎ Skills Required: Management

Experience Requirements:
∎ 16 to 18 year(s)
∎ The applicants should have experience in the following area(s): Management, Marketing
∎ The applicants should have experience in the following business area(s): Call Center, Electronic Equipment/Home Appliances, Telecommunication, Retail Store

Job Responsibilities:
∎ Responsible for operation of Service Department, as one of the strategic business unit of the company.
∎ Develop processes for effective service management system and after sales service operation.
∎ Monitor and control Spare parts department, for spare parts stock in line with the demand, projected net sales and service requirement.
∎ Responsible for achieving KPI of service department-
∎ CMI (Customer Management Index)
∎ CRRR (Customer Repeated Repair Ratio)
∎ FTC (First Time Completion)
∎ LTP (Long-Term Pending)
∎ Business development via Authorize Service Centers, in line with company standard and policy.
∎ Plan, check and achieve target set by top management, to ensure maximum profitability and increased efficiency for the business operation.
∎ Manage Multiple Brand service
∎ Ensure Principle Management and target of different brand
∎ Identify and implement strategies to improve quality of service, productivity and profitability
∎ Oversee the achievement and maintenance of agreed customer service levels and standards
∎ Plan, prioritize and delegate work tasks to ensure proper functioning of the department
∎ Ensure the necessary resources and tools are available for quality customer service delivery
∎ Handle complex and escalated customer service issues
∎ Handle Vendor and third party.
∎ Monitor accuracy of reporting and data base information
∎ Analyze relevant data to determine customer service outputs
∎ Responsible for Service network expansion
∎ Responsible to Increase revenue of service department.
∎ Increase manpower productivity of Service department.
∎ Analyze periodical performance report of team and take decision accordingly.
∎ Maintain liaison with relevant departments to expedite work of service.
∎ Plan and manage budget for the business operation.
∎ Ensure processes are in place to monitor, measure and improve customer satisfaction.
∎ Develop manpower with required technical and soft skill training for better service operation.
∎ Authorize and implement operation within range assigned by the company.

Additional Requirements:
∎ Age at least 40 years
∎ Good leadership skills, decision-making, sales planning, excellent communication skill, sales forecasting, managing database, team management, target marketing, delegation, strategies, promotion, channel sales, sales processing, problem solving.

Salary:
∎ Negotiable
∎ As per Company Policy

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 17 Feb 2022

Company Information:
∎ 10 Feb 2022
∎ A very well reputed Company

Category: Customer Support/Call Centre

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