Job Description
Reporting to the Head of Service, the service manager is responsible for ensuring the Midea Field Service Network is operational and delivering against service level agreements (SLA).
Accountable for the aftermarket service budget and costs associated with in and out-of-warranty repairs, and associated exchanges.
Responsibilities
Business acumen and leadership to develop and grow network performance and business relationships.
Implement service network improvement programs as appropriate.
Manage the contractual agreement between Midea, service partners, and insurance providers to ensure consumer's expectations and contractual service level agreements are delivered.
Promote and develop both Midea & insurance provider's net promotor score (NPS) within the service network to improve and maintain the Midea overall UK and Ireland score.
Analysis of weekly/monthly reporting to ensure service partner's KPI targets are delivered within budgeted costs.
Support all UK safety actions and support the HAZNOT process.
Liaise with Midea internal departments and external agencies in communicating policies and procedures and developing partnerships that further enhance the development of the Consumer and Aftermarket business.
Support and work closely with the Midea contact center.
Work closely with Midea spares operation to optimize the performance of spare parts process and sales associated with the service network.
Qualifications
Microsoft Office
Power BI
Self-Appraisal and continuous improvement/learning
Quick response to complaint handling
Customer-facing interactions
Domestic service knowledge
Product knowledge
Financial awareness and control
Self-presentation and professional image
Time management
Positive thinking
Resilience
Benifits
Hybird policy
Private health insurance