District Service Manager

Responsibilities:

• As a representative of HDI Service, dealer development according to the HDI Global Service Standard Guide and assessment/coaching dealers to become HDI standard dealer.
• Technical support and advice for dealer’s top-quality service, training technical management team capacity to deliver services to end - customer.
• Customer care with dealers to maintain key customer retention, secure the part and service revenue, and increased market share.

Key Performance Indicators for District Service Manager and Service Manager:

Dealer management:

• Develop dealer service capabilities based on the Service Operation Guideline.
• Manage all progress of Dealer Assessment related to the service.
• Provide clear target and action plan for the next year to dealers

Technical Support:

• Provide technical support and solutions for technical problems to dealers in timely manner.
• Provide the explanation of service programs or systems in detail to dealers
• Maximize the team effort by being available to assist in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and or end-users.

Quality improvements:

• Managing quality process standards.
• Monitor technical claim trends and quality issues as per severity or frequency, and report to PSM with required data.
• Support failed parts timely return to EU or Korea HQ office.
• Managing compensation agreement and requesting claim for customers and service.

Warranty management:

• Provides advice and guidance on interpretation of any part of the warranty policy to the dealers.
• Enforce completion of rework campaign in the assigned region

Requirements:

• Bachelor's degree in Engineering
• Excellent written and verbal communication skills
• Good communication skills / (Preferred) French and Arabic as the second language
• High level of computer literacy; proficient in the use of MS Office, Word, PowerPoint and Excel
• Able to travel frequently to various countries in Africa region
• Bachelor's degree, with preference in mechanical engineering or machinery related fields
• Experience working with customers in machinery applications or product support for 5+ years
• Outstanding demonstrated project management capabilities and organizational skills and possess good customer relations and communications skills.