Key Responsibilities
- Provide onsite or online technical support to field technicians and customer service team
- Review service reports and schedule follow up calls if necessary
- Ensure timely response to clients’ requests and complaints via telephone or email
- Identify key product and service issues and escalate to the Service Manager or to brand principals if necessary
- Establish and monitor KPIs: First call resolution, back jobs, average response time, average resolution time, etc.
- Ensure continuous learning and training of field service technicians and installers
- Enforce discipline and proper work ethics and practices among field technicians and installers
- Ensure all work-related equipment and tools are utilized and maintained in a safe and responsible manner. Ensure all work-related tasks are performed in compliance with Focus Global guidelines and appropriate Health & Safety measures.
Experience in the following areas:
- Electrical or Mechanical Engineering and technical background
- Supervisory experience in a similar product category (major home appliances)
- Prior experience managing complex projects with sizable teams
- Strong written and verbal communication skills
- Able to multitask, set priorities and manage time effectively