Requirements
· Bachelor’s degree in Electronics, Electrical, Communications or Mechatronics Engineering. Relevant manufacturer certifications are an advantage; MBA/postgraduate management qualification is a plus.· Minimum 8–10 years of relevant technical, after-sales or service experience, including at least 3–5 years in a managerial role leading a Service Center, after-sales operation or technical-service team.· Strong preference for experience in professional AV, consumer electronics, security systems, IT/networking, low-current systems, technology distribution or system integration.· Proven experience in warranty management, RMA, spare-parts planning, supplier/manufacturer coordination, service quality, budgeting and technical-team management.· Strong working knowledge of ERP/service-management systems, Excel, reporting and KPI dashboards.· Excellent Arabic and good professional English, particularly for technical and commercial communication with international suppliers.
Description
•Lead day-to-day Service Center operations covering customer repairs, warranty cases, project-related repairs, retail returns and internal technical requirements.• Establish and continuously improve standardized workflows covering equipment receipt, diagnosis, quotation, customer approval, repair, quality control, invoicing and final delivery.• Ensure proper availability, calibration and maintenance of diagnostic tools and testing equipment.• Develop technical documentation and knowledge-sharing practices and ensure technicians remain updated on new products, firmware, software and diagnostic procedures.•Personally manage escalated, key-account and high-priority complaints and ensure closure within agreed timelines.• Measure customer satisfaction following service completion and use complaints/feedback to drive corrective actions and service improvements•Manage warranty claims in accordance with each manufacturer’s warranty terms and Audio Technology policies, with clear control of warranty, out-of-warranty, goodwill and chargeable repairs.• Own the complete RMA process for defective equipment returned to manufacturers/suppliers, including technical documentation, shipment readiness, follow-up, aging and closure.•Supervise the Service Center spare-parts warehouse and ensure inventory accuracy, proper custody, periodic physical counts and reconciliation with ERP records.•Establish minimum/maximum stock and reorder levels for critical and fast-moving spare parts and coordinate forecasts with Procurement and Supply Chain.•Ensure timely quotation, invoicing and coordination of collection for Service Center customers; follow up outstanding receivables with Finance.•Identify opportunities to generate additional revenue through repairs, maintenance, spare parts, service contracts and other after-sales services.•Lead, coach and develop Service Center engineers, technicians, administrators and customer-service personnel.• Establish individual and departmental KPIs, conduct periodic performance reviews and provide structured feedback.•Coordinate closely with Technical Support on field failures, troubleshooting and customer escalations.• Coordinate with Projects/Installations on defective project equipment, urgent repairs and replacement requirements.•Submit a monthly Service Center Performance Dashboard covering equipment status, turnaround times, SLAs, First-Time Fix Rates, quality issues, customer satisfaction, warranty/RMA cases, spare-parts metrics, financial performance, and major recurring product failures.