This is for Electrolux Service Centre Nasr City. Lead and manage the after-sales service operation to achieve business KPIs, customer satisfaction, service quality, productivity, and financial targets. Responsible for leading Service Supervisors and Back Office teams while ensuring effective execution of all service job orders through field technicians. Drive operational excellence, continuous improvement, and customer loyalty in alignment with global service standards and organizational objectives.

What you ll do:

• Service Operations Management
• Manage end-to-end service operations and oversee execution of all service job orders.
• Ensure effective deployment and utilization of technicians through the Service Supervisors.
• Monitor service productivity, first-time-fix rate, response time, turnaround time, and service quality.
• Ensure compliance with company policies, service procedures, and safety standards.
• Drive operational efficiency through process improvement initiatives and digital tools utilization.
• Leadership & People Management
• Lead, coach, and develop Service Supervisors and Back Office teams to achieve operational and business objectives.
• Build a high-performance culture focused on accountability, customer satisfaction, and continuous improvement.
• Monitor team performance through regular reviews, coaching, and development plans.
• Ensure proper workforce planning, resource allocation, and succession planning.

Desired Candidate Profile

B.Sc. Engineering (electrical, mechanical, mechatronics).

Experience: more than 3 years in customer service, preferably in service operations.

Core Competencies:

• International. You enjoy working in a truly global environment and you like to deliver in cross-functional teams;
• Strategic. You have demonstrated strategic thinking, have strong analytical skills and ability to see the big picture;
• Business acumen. You have a proven track record of displaying strong business understanding and you are able to evaluate risks/opportunities making skilled business decisions;
• Team player. You have exceptional collaboration skills, proven ability to form strong cross-functional relationships with varying business partners;
• Good listener and communicator. You have great communication skills and you have the ability to convince, influence and motivate others in a complex matrix organization;
• Self-starter. You are keen for new experience, responsibility and accountability. You are self-driven, problem-solver with a proven track record of delivering great results;
• Agile. You like working in a fast-moving environment, being open to new opportunities and evolving priorities and being flexible in the way you deliver against strict deadlines and dealing with ambiguity. You manage every shifting priority.
• Energy. You are passionate about what you do and able to transmit that energy to your team. Challenges are there to be overcome!