Responsible for the efficient and timely installation, maintenance and repair for all products of the Kitchen & Home Appliances Business Division while ensuring that the aftersales customer experience delivered to the customers and their satisfaction is maximized and service levels are improved at highest levels possible.
Key role & Responsibilities : Ensure the implementation of the Service Center’s policies & procedures policies and procedures and comply with AAW’s other policies.
Ensure timely installations, repairs, and maintenance of all Kitchen & Home appliances products as requested by the customers of AAW.
Control Work in Progress (WIP), warranty as well as manage the parts support process and ensuring Aftersales franchise standards and manufacturer relationships are maintained to required levels.
Ensure maximum customer satisfaction at all times by managing the customer care function responsible for registering complaints, clarifying inquiries and booking appointments of maintenance & installations as per customer preferences.
Prepare weekly plans & schedules as per received aftersales service requests and ensure that these plans are communicated to and implemented by all Aftersales Team members to achieve operational efficiency and meet set targets.
Manage the correct identification of technical errors in all home appliances and ensure completion of all repairs as per set performance standards and guidelines while minimizing repair costs, repair time and re-
work. Ensure the timely maintenance of all vehicles of the Service Center and that all drivers are maintaining safe driving at all times in-
line with Kuwait Law.Ensure the timely and efficient resolution and settlement of all customer complaints and enquiries as forwarded by the Customer Care Team to ensure maximum client satisfaction in-
line with set Customer Care Standards.Monitor details of contracts to inform clients of pending expiration date and assist them in processing contract renewals to improve product’s presence in the market place and increase AAW’s Aftersales user base.
Initiate small purchases of items required in the repairing of equipment products as requested by the Technicians to improve the overall efficiency of the Service Center Team after getting the Manager Service Center Approval.
Implement the necessary quality control guidelines to support the Service Center team in the implementation of Quality Assurance and Control practices both on site and within the office environment for maximizing customer satisfaction.
Prepare all reports as required by the Manager Service Center or the Top Management.