Vision Plus Aftersales Customer Service Manager Job Description + KPI’s
Responsible for ensuring customer satisfaction and happiness and that our guarantee of service is maintained within the terms and conditions of our warranty terms and conditions.
Key Skills:
- Basic knowledge of electronics and electronic components (Technical degree is not necessary if technical knowledge and experience can be demonstrated).
- Experience using computer and web-based applications, including but not limited to various ERP’s and CRM’s, Microsoft/Google suite applications, etc.
- Ability to handle customers and technicians with the appropriate approach for each case and situation.
Key Responsibilities:
- Track and monitor technician performance:
- Ensure technician KPI’s and daily targets are reached i.e.:
- Turnaround time of no more than 4 days per job card, provided all required parts and equipment are available.
- 20 attended – completed – job cards per day, provided all required parts and equipment are available.
- Ensuring Part Consumption and Return Management Authorization forms are submitted on time for each attended job card.
- Support system job card statuses to be updated promptly with the appropriate stage during the process of repair.
- Spare parts management:
- Tracking and monitoring spare part quantities and availability.
- Collation and submission of parts lists in good time, with keen consideration given to the lag time for parts preparation and shipping. i.e. Between 1 – 2 months.
- Coordination of monthly/weekly parts stock taking with the Finance department to tally system quantities vs physical stock.
- Customer Service:
- Handling escalated issues and tickets where necessary.
- Coordination with Warehousing and Logistics department to ensure completed repairs, requested job card units, and requested spares are promptly prepped and dispatched within the same day.
- Tracking and monitoring customer communications by Customer relations teams i.e. happiness ratings and CSAT scores.
- Ensure Customer Relations team communication is handled with an appropriate degree of politeness and patience.
- Identification, reporting, and monitoring of frequently occurring and reported issues across all SKU’s. Coordination with senior techs may be necessary for root cause and fault analysis to be reported back to production part suppliers.
- Provide technical support and assistance to end-users or clients, addressing their questions and concerns related to consumer electronics and home appliance units.
- Field Service Management
- Onboarding of new Vision Plus authorized service point contractors with respect to collection and regularization of agreed rates, collection of appropriate documents, eg National ID’s, Company Registration Documents, Police Clearance Certificates, etc.
- Coordination of training processes with regards to company systems and SOP’s.
- Safety and Compliance:
- Ensure adherence to all safety protocols and industry regulations to ensure a safe working environment and maintain the highest level of care when handling customer units, sensitive parts and components such as screens and motherboards, etc.
- Ensure compliance with relevant standards and guidelines, including electrical codes and environmental regulations.
- Ensure compliance with company policy regarding work time, work attire, general workplace conduct and behavior.
- Collaboration and Communication:
- Work closely with other technicians and departments to coordinate activities and resolve issues.
- Communicate effectively and on-time with members of the service team as and when required, providing clear, detailed explanations of requests, delays, technical issues, and solutions.
Requirements
Qualifications:
- Education:
- Associate’s diploma/degree in Electronics, Electrical Engineering Technology, or a related field; or equivalent technical training and experience.
- Experience:
- Minimum of 2 years of experience working in a technical service role.
- Hands-on experience with a variety of electronic systems and components.
- Skills:
- Strong understanding of electronic circuits, schematics, and system troubleshooting.
- Excellent problem-solving skills with a keen attention to detail.
- Effective communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Additional Requirements:
- Willingness to work flexible hours or on-call shifts as needed.
- Responsiveness when dealing with clients and team members.
