Assistant Service Manager

Background Information Techtronic Industries is a world-class leader in Power Tools, Outdoor Power Equipment, and Floor Care and Appliances for consumers, professional, and industrial users in the home improvement, repair, and construction industries. Our unrelenting strategic focus on Powerful Brands, Innovative Products, Operational Excellence, and Exceptional People drives our culture.

Techtronic Industries MEA, our regional head office in Dubai for the Middle East, Africa, and the Indian Subcontinent, has identified the need for an enthusiastic Assistant Service Manager for our Milwaukee business.

This role will be the first point of contact, responsible for providing various technical support and product knowledge to partners' service centres in the market we operate in, which will motivate our customers and partners to achieve the highest level of After Sales Service Customer satisfaction.

This role will handle a vast territory, and one should be proactive to assume the job responsibility to improve the current scenario, which will suit different market conditions. The successful candidate will be based in Dubai, reporting to the Service Manager of the MEA region.

Key Responsibilities & Accountabilities ·      Service data analysis, which helps in making many critical decisions, including customized warranty. -Regularly monitor the repair process and KPI - E-service ratio, Average repair time, Repeat repair, etc. -Coordinate with all service centers in the region and provide training for technicians to provide the latest information on the NPI’s and process improvements on the existing range of tools, including continuous support on day-to-day technical queries when requested by service centers – o  Technical trainingo  Savonet usage training (Service portal, e-service portal, online reimbursements portal)o  Ensure all service centers are equipped with recommended special fixtures -Monitor and audit the service center as per TTI guidelines regularly to bring the service center to the desired level, which requires all service centers to be rated every year, including follow-up on improvements suggested in the previous audit. -Conduct customer site visits along with the sales and service team, attend and solve service complaints, and train key people at the site level if required, provided to key customerso  Training on warranty conditions o  Training on E-service portal usageo  Address service concerns from customers -Warranty claim settlemento  Audit warranty spare partso  Validate claims in Savonet on a daily basis -Perform system tests at the local level on a regular basis once a new change is implemented by the central team and suggest changes as per local process requirementso  E-service portal and process setup for new marketso  Ongoing process improvements on Savonet….o  Websavonet and Qlik Cloud Service dashboard -Spare parts planning and recommendations for individual markets within the guidelines of company objectives. -Excess & obsolete parts management.-Attend to quality complaints from the market, prepare detailed quality complaint reports, and communicate with the Central Quality department to take corrective measures and sort out the issue. -Regular review of information and access to Savonet for new and existing service centers, and make sure ensure the latest spare parts price list is uploaded, and correct access is given. -Closely work and coordinate with the central service management team and align local service processes with EMEA guidelines. -Coordinate with the regulatory department from central and TTI factories and support local product compliance and certification requirements for different markets in the region.·      Liaise with the office in the Middle East (i.e., Sales, Marketing, Customer Service, Finance, etc.) Competencies & Skills ·      Excellent communication, interpersonal, and presentation skills·      Highly motivated, enthusiastic, and a team player ·      Selling, marketing, and technical demonstration skills·      English is a must, Arabic/French an added advantage·      Educated to degree level or similar, preferably in Engineering ·      Appreciation & understanding of cultural diversity ·      Ideally experience in or knowledge of the relevant industry·      Practically minded with a technical/mechanical aptitude and willing to learn and apply new product or technical knowledge·      Full driving license·      Computer literate and good knowledge of MS Office, in particular Excel and PowerPoint, and reporting  Key Internal Relationships ·      Sales, Marketing, Customer Service, TTI Factories, Quality Team, and Finance, etc Other Remarks ·      Occasional travel may be required