Head of Service Assistant
2 weeks ago
**Job Title**: Head of Service Assistant
**Department**: Service Department
**Reports to**: Head of Service
**Job Purpose**:
Assist & support the Head of the Service Department in managing and coordinating after-sales service activities to ensure customer satisfaction, operational efficiency, and adherence to company policies. The role involves overseeing administrative tasks, managing communication between departments, and factories and assisting in strategic planning and reporting.
**Key Responsibilities**:
**1. Administrative Support**:
- Assist in scheduling meetings, preparing reports, and managing the Head of Service Department's calendar.
- Prepare presentations, documentation, and correspondence as required.
- Track and manage key performance indicators (KPIs) for the service department.
**2. Customer Support Coordination**:
- Coordinate with the call center, field service team, and spare parts division to ensure smooth workflow and issue resolution.
- Follow up on customer complaints and escalate unresolved issues to the Head of Service.
- Monitor service delivery performance and provide updates to the Head of Service.
**3. Data Management & Reporting**:
- Maintain accurate records of service operations, including customer feedback, technician performance, and spare part usage.
- Assist in the preparation of monthly, quarterly, and annual reports on service department activities.
- Analyse data and provide insights to improve service efficiency and customer satisfaction.
**4. Cross-Departmental Collaboration**:
- Act as a liaison between the service department and other departments (such as sales, product management, and logistics) to address service-related matters.
- Facilitate communication between the Head of Service and other team members to ensure alignment on goals and objectives.
**5. Project Management**:
- Assist in the planning and execution of service improvement projects, such as implementing new software or customer service tools.
- Help in tracking project progress, managing timelines, and ensuring deliverables are met.
**6. Technical Support**:
- Communicate with the manufactory to get technical support like SW update, quality issue
- Submit RMA cases.
**7. Team Support**:
- Assist the service team, such as coordinating field service schedules and ensuring timely availability of spare parts.
- Help organize training sessions for service staff and ensure they are updated on product knowledge and technical skills.
**Required Skills and Qualifications**:
- Education: Bachelor's degree in Business Administration or Electronics engineer, Operations Management, or a related field.
- Experience: 2+ years in a customer service or administrative role, preferably in after-sales or service management.
**Skills**:
- Strong organizational and multitasking abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM systems.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Problem-solving skills and a customer-centric approach.
- Ability to work under pressure and meet deadlines.
Pay: AED5,000.00 - AED6,000.00 per month
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