Regional Operations Manager

Location: Woodville
Job Type: Contract
Reference: JO-1902-167524
Salary: $40 - $41 per hour
Samsung Australia is at the forefront of mobile phone technology and committed to provide the possible customer experience, end-to-end. 

This position is to manage the centralised repair centre and all other service centre repair operations to ensure that all KPIs are met and exceed so that we can delivery on the best customer experience possible.

Duties and Responsibilities:
  • Responsible for all service location KPI's and performance
  • Looking after state based centralised repair centre and all personnel
  • Particular focus on 1 hour turn around time, overall lead time and quality of repair
  • Complete weekly review of KPI with Studio Store Managers/team leaders
  • Responsible for ensuring correct procedures and policies are being adhered to by repair technicians
  • Identify areas of weakness and required improvement, creation of improvement plans and execution
  • Review CMI results and work with Galaxy consultants & Studios assistant repair managers to analyse of customer feedback and any dissatisfaction; create and implement repair improvement plans based on customer feedback
  • Responsible for ensuring adequate stocks of loan/replacement devices are available at all service and Studio locations
  • Work with service centres to ensure all spare parts are available and safety stock has been correctly dimensioned
  • Responsible for ensuring all in-coming and out-going repairs are managed by the Administration team in a timely manner
  • Assist with handling customer escalations when required
  • Frequently visit all studio locations to ensure customer satisfaction levels are being met
  • Ensure state based managers are kept updated with all service and logistics KPI's and communications
  • Reporting of any quality and repair issues
  • Giving clear directions to team members and leaders
  • Other additional duties as instructed by management
 
What would the right candidate have to succeed in the role?
  • Face to face customer service experience
  • Strong technical knowledge with mobile devices
  • Strong verbal and written communication skills
  • Sound industry knowledge of Network carriers and suppliers
  • Customer focused with an empathetic approach to customers, team player
  • Strong verbal and written communication skills
  • Must be organized, able to prioritize tasks and take initiative
  • Highly motivated and ability to take ownership of initiative
  • A passion customer service and enthusiastic about improving customer experience
 
Do not hesitate to contact Manish Jhowry on 0447710791 or manish.j.a4llht5jmq7n@people2people.aptrack.co.uk. And if you are the right person for the job, hit the apply button.
 
Thank you.