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Service Manager / Sr. Service Manager - Canon Service Center

GENETCO

Posted on May 23, 2019

20+ years Muscat - Oman

Diploma(Electronics, Mechanical), Bachelor of Technology/Engineering(Electronics/Telecomunication, Mechanical). Indian, Filipino, Pakistani, Sri Lankan

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We are currently looking for Service Manager / Sr. Service Manager - Canon Service Center for Muscat / Oman

Job Description
1. Implements Customer Service Standards for Canon Service of Genetco, under the guidance of Canon Divisional Manager and drives Service Parameters (i.e. WC/ETA/RT/Call-Closures/RC/TAT/Spares-Usage/Inventory).
2. Drives Customer Satisfaction initiatives at all levels while achieving annual Service Annuity & GP Targets.
3. Significantly improves Contracts Penetration (% of MIF) through multiple MIF/High-value/MPS contracts.
4. Monitors “casual” calls/call charges, Service pricing, selling of Spares/Consumable/Accessories (selected)/ WS Repairs to maximize total Service Billing each month and each quarter.
5. Manages Spares Parts / Consumable ordering process for all product groups and customer segments. Reviews availability of critical parts and consumable and emergency ordering on regular basis.
6. Monitors ageing of parts and ensures disposal of obsolete spare parts per process
7. Implements the given Inventory Management Processes through Asst. Service Manager and Stores-In charge to ensure optimum inventory level, no stock variance in line with internal audit requirements.
8. Facilitates Collection process for BA Service and support each Service Engineer in their collection efforts.
9. Implements processes for Warranty Claims/Field Returns/Service Inspections as per OEM Contracts and local laws. Manages escalation process with Canon & other Principals.
10. Responsible for Development, Training & Certification Process for Service engineers. Drives employee productivity and motivation and manages employee turnover for the Service Dept.
11. Drives cross-functional communication between BA Service and Sales/Admin/Finance/Logistics to improve Service deliverables and Customer Satisfaction.
12. Manages Service Budget, controls cost and Service resources- head-count/vehicles/tools/machines etc.
13. Facilitates Service Documentation, Reporting and Presentations on KPIs (Customer Satisfaction, Annuity, Service Parameters, Productivity, Team Development etc. on Monthly / Quarterly basis as per requirement.
14. Follows and implements Quality Policy, Company Training Policy and other Policies and Procedures of the company. Administers Quality objectives and Customer Satisfaction Measurement Survey for BA Service and strives for continuous improvement.
15. Ensure safety management in BA Service Operation and ensures Engineers and others follow technical instructions and procedures to avoid injuries and accidents during the course of duties.
16. ISO 9001: 2015 Quality Management System: Manager – Responsible to demonstrate: Context of the organization, Leadership, Planning, Support, Operation, Performance evaluation and Improvement clauses along with his full team.

17. ISO 45001: 2018 Occupational Health & Safety Management System: Is responsible to demonstrate: Context of the organization, Leadership, Planning (Hazard identification and assessment of risks and opportunities), Support, Operation (Eliminating hazards and reducing OH&S risks, Emergency preparedness and response), Performance evaluation and Improvement clauses along with his full team.


Installation / Maintenance / Operations / Repair

Desired Candidate Profile

1. Qualified Engineering Degree full time BE or B. Tech in the relevant field is preferred or 3 year technical Diploma in Electronics /Telecommunications/Mechanical. MBA will be an added advantage as a senior business manager.
2. A minimum of 20 years of service industry experience, preferably with world class printing domain / Solution companies.
3. Should have at least 5 years of service center management experience at regional or national level in the Printing Services/Customer support domain.
4. Should have a minimum of 10 years of hands on working experience on printers/copier and accessories managing multiple complex and large value FSMA, SSMA and leased equipment’s through a team of qualified service engineers.
5. Selection and recruitment of qualified service technicians. Should evaluate the service engineers and ensure they are well trained and possess the skill set required.
6. Should possess strong technical skills in printer domain technologies and relevant Print Management applications. Must be capable of conducting and cascading Technical and professional trainings required time to time especially on the new models of equipment’s and technologies.
7. Recognized certifications, Training from reputed organizations in both technical and soft skills (communication, Problem solving Techniques etc.) is desirable.
8. Extremely high level of integrity
9. Should have a flair for timely response and customer satisfaction at all times inculcating the same at all times with the service team.
10. Practical Experience in Team Building, Team management, Career Development, Training and Leadership of ‘Self -managed Work groups’ ultimately leading to Team motivation.
11. System oriented approach and experience in automating all the processes in the ERP system. Good level of expertise in Data Analysis and Report generation from ERP and CRM tools is essential.
12. Cost Control activities, Design and Implementation of cost saving activities with Time bound achievements.
13. Direct or Supervisory experience in Inventory Management and forecasting of spare part and consumables ensuring availability of optimal spare parts at all times.
14. Extensive knowledge in Service contract types, Customization of contracts based on market/customer demands.
15. Experience in Costing and Pricing models of Service offerings like FSMA, AMC and SSMA and other solutions.
16. Knowledge of MPS customer support and review systems.
17. Commercial skill set to ensure consistent business development and to sell/win service contracts. Ability to negotiate the price as well as other terms and conditions of the contract to ensure mutual objectives are met.
18. Ability to interact and negotiate, and handle technical and other issues in close coordination with Principle Company, Translate Principle company objectives and standards in to local work practices.
19. Experience in preparation of Annual budgets for department and strategically deriving actionable tasks to meet and exceed the set budgets.
20. Work experience with Canon product range and Canon product knowledge is a must.
21. Natural Flair for Customer relations and firm belief in Service Excellence through Customer Satisfaction.
22. Knowledge of International Quality (ISO) standards, application and adherence.
23. High level of spoken and written skills in English is essential.
24. Valid Oman /ME driving license, Arabic language knowledge are added advantages.

Keywords

service manager canon printer service Maintenance service center FSMA SSMA ERp

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GENETCO

GENETCO is one of the largest multi-product, multi-locational Marketing an Engineerng Companies, representing several world class manufacturers on an exclusive basis in the Sultanate of Oman.

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