Service Manager

Reporting to the Head of Service, the service manager is responsible for ensuring the Midea Field Service Network is operational and delivering against service level agreements (SLA).

Accountable for the aftermarket service budget and costs associated with in and out-of-warranty repairs, and associated exchanges.

Responsibilities

• Business acumen and leadership to develop and grow network performance and business relationships.
• Implement service network improvement programs as appropriate.
• Manage the contractual agreement between Midea, service partners, and insurance providers to ensure consumer's expectations and contractual service level agreements are delivered.
• Promote and develop both Midea & insurance provider's net promotor score (NPS) within the service network to improve and maintain the Midea overall UK and Ireland score.
• Analysis of weekly/monthly reporting to ensure service partner's KPI targets are delivered within budgeted costs.
• Support all UK safety actions and support the HAZNOT process.
• Liaise with Midea internal departments and external agencies in communicating policies and procedures and developing partnerships that further enhance the development of the Consumer and Aftermarket business.
• Support and work closely with the Midea contact center.
• Work closely with Midea spares operation to optimize the performance of spare parts process and sales associated with the service network.

Qualifications

• Microsoft Office
• Power BI
• Self-Appraisal and continuous improvement/learning
• Quick response to complaint handling
• Customer-facing interactions
• Domestic service knowledge
• Product knowledge
• Financial awareness and control
• Self-presentation and professional image
• Time management
• Positive thinking
• Resilience

Benifits

• Hybird policy
• Private health insurance