Electronic Appliances Distributor Service Centre Manager Job in Kenya June 2014


Our client is the preferred Sole Distributor of Electronic appliances in Kenya.
They seek to fill in the following position:
Service Centre Manager

Duties and Responsibilities

  • Overall management of the respective Service Center and supervision of direct reporting staff
  • Responsible for leading the Service Center team in all matters pertaining to the efficient and smooth operations of all customer service matters
  • Oversee statistical data relating to performance of the Service Center in relation to RTAT, In-Home Service Rate and NPS
  • Oversee and monitor ISO processes and procedures relating to Service
  • Develop, monitor and administer Service Levels and adherence to same by direct reporting staff
  • Oversee the security of company assets including daily cash receipts
  • Ensure customer and staff safety during operational hours by spearheading all Health and Safety activities in the Service Center
  • Identify training requirements for direct reporting staff
  • Plan, forecast and implement Service Center action plans
  • Oversee Parts Department operations by hands-on involvement
  • Seek and secure customer feedback to monitor and manage customer concerns
  • Responsible for staff annual performance appraisals
  • Any other duties assigned
Key Performance Indicators


  • RTAT at or under 3 Days for both In and Out of Warranty Repairs
  • In-Home SVC Rate at or above the 75% benchmark
  • NPS (Net Promoter Score) at or above the 2014 benchmark
  • Customer satisfaction at or above 90% (via surveys for Walk-Ins and In-Homes)
  • Parts Dept Fill Rate at or above 90%
  • 0% hazards and health and safety non conformities at the Service Centers
Qualitative:Living with our company Values

Skills & Qualifications

  • 3-5 years experience in Business Management to meet revenue & profitability target.
  • Good experience in operation management in setting up service standards like RTAT, response time, completion time etc
  • Handled large team of technicians, supervisors and management skills
  • Excellent communication skills
  • Good customer handling and customer interaction skills
  • Must have passion for customer service
  • MBA will be an added advantage
  • Good experience in managing spare parts department
How to Apply

If you are up to the challenge, possess the necessary qualification and experience, kindly send us your CV AND COVER LETTER to theconsultant@dafinaconsultants.com 

Send this before 7th July 2014. 
Should you not hear from us within 2 weeks of application, please consider your application unsuccessful
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