Engineering Jobs in Kenya
Position:Service Manager
Department:Technical
Reports To:Managing Director
Department:Technical
Reports To:Managing Director
Nature and Scope of the Position
The service manager is responsible for customer service, after sales support, implementation/installation of XRX projects and equipment.
The service manager is responsible for customer service, after sales support, implementation/installation of XRX projects and equipment.
Working together with the other managers, he/she is in charge of all the technical support Engineers.
Duties
Responsible for timely prioritization of calls and customer requests and complaints. Ensuresthat calls/projects are closed and completed as per customer promise.
Investigating and solving customers problems which may be complex or long standing problems
Leads, mentors and supervises the Engineering team( IT/DMS,XEROX) and monitors performance against set KPA.
Responsible for the training programs for engineer ensuring that partnership levels are maintained and improved. Ensures relevant certifications are obtained to be at par with the change in the environment and technology.
Owns the departmental budgets for various service lines.
Track and maintain departmental budget
Recruitment and selection of high caliber technical staff when resources are required
Responsible for all the ISO processes that touch on customer service and technical support department. Be conversant with the ISO 9001:2008 standard and XRX’s quality manual at all times.
Responsible for Pre-sales meeting and generation of revenue for the service department
Internal reporting at management level on a weekly basis
Tracking of the Project status, identifying problems and issues and allocating appropriate resources
Improving Customer service quality results by studying, evaluating, re-designing processes. Monitoring and analyzing results and implementing change
Responsible for XRX IT systems. Champions innovation at the IT level.
Key Member of the management team.
Other core duties as assigned to them from time to time
Responsible for timely prioritization of calls and customer requests and complaints. Ensuresthat calls/projects are closed and completed as per customer promise.
Investigating and solving customers problems which may be complex or long standing problems
Leads, mentors and supervises the Engineering team( IT/DMS,XEROX) and monitors performance against set KPA.
Responsible for the training programs for engineer ensuring that partnership levels are maintained and improved. Ensures relevant certifications are obtained to be at par with the change in the environment and technology.
Owns the departmental budgets for various service lines.
Track and maintain departmental budget
Recruitment and selection of high caliber technical staff when resources are required
Responsible for all the ISO processes that touch on customer service and technical support department. Be conversant with the ISO 9001:2008 standard and XRX’s quality manual at all times.
Responsible for Pre-sales meeting and generation of revenue for the service department
Internal reporting at management level on a weekly basis
Tracking of the Project status, identifying problems and issues and allocating appropriate resources
Improving Customer service quality results by studying, evaluating, re-designing processes. Monitoring and analyzing results and implementing change
Responsible for XRX IT systems. Champions innovation at the IT level.
Key Member of the management team.
Other core duties as assigned to them from time to time
Qualifications Essential Needed
Academic
Degree in IT or Electrical Engineering
Professional qualification will be an added advantage
Higher National Diploma in Electrical engineering
Experience
5 years in similar position in a busy office.
ITIL Certification
IT certification with leading IT hardware and software vendors
Work related skills
Good organizational skills
Aggressive and Result Oriented
Able to meet set target on a monthly basis
Able to meet deadlines
Academic
Degree in IT or Electrical Engineering
Professional qualification will be an added advantage
Higher National Diploma in Electrical engineering
Experience
5 years in similar position in a busy office.
ITIL Certification
IT certification with leading IT hardware and software vendors
Work related skills
Good organizational skills
Aggressive and Result Oriented
Able to meet set target on a monthly basis
Able to meet deadlines
Personal attributes
Ability to work under pressure
Trustworthy
Team player
Strong interpersonal skills
Strong customer relation skills
Integrity
Ability to work under pressure
Trustworthy
Team player
Strong interpersonal skills
Strong customer relation skills
Integrity
Complexity and difficulty of the work
A demanding job that requires high level of Professionalism, working with minimum supervision, accuracy and integrity
Successful performance standards
Zero complains from our customer
High customer retention rates
Low staff turnover
High level of certification
High level of confidentiality
A demanding job that requires high level of Professionalism, working with minimum supervision, accuracy and integrity
Successful performance standards
Zero complains from our customer
High customer retention rates
Low staff turnover
High level of certification
High level of confidentiality
This job description is meant to be only a representative summary of the duties and responsibilities performed by the jobholder.
The jobholder may be requested to perform job-related tasks other than those stated in this description.
The jobholder is expected to perform in a manner consistent with the values and philosophy of “XRX Technologies Limited”
The incumbents should send their resume and cover letter to careers@xrxtechnologies.co.ke, closing date for the application will be 27th November 2013
0 comments:
Post a Comment