BROWN GOODS PRODUCT MANAGER | Safi (Morocco)

Job :

Your mission:

Reporting to the Central After-Sales Service Manager, your mission will be:
To organize and monitor the after-sales service activities for electronic products (brown goods category).
To assist technicians and coordinate and track cases with subsidiary after-sales services, suppliers, and approved service centers, to ensure necessary repairs and guarantee reliable interventions within the set deadlines.
And generally, to ensure all technical coordination for brown goods category products, including tracking repairs, interventions, complaints, and training for televisions, audio and video equipment, and other electronic products.

Your main responsibilities:

• Plan workshop repairs and interventions according to priorities and the availability of the Safi regional service teams.
• Distribute cases among technicians and monitor their progress by the Safi regional service.
• Provide technical support for diagnosing and resolving complex or recurring faults throughout the group's network.
• Verify repair and intervention reports, ensure that start-up tests have been carried out and that repairs have been done according to best practices before returning the devices concerned.
• Identify spare parts needs, approve purchase requests, and track delivery times with the spare parts storekeeper to ensure their availability and avoid disruptions that hinder repair work.
• Ensure technical follow-up with suppliers and approved service centers.
• Coordinate the processing of subsidiary requests with the central after-sales service assistant.
• Ensure that requests, diagnoses, parts used, and reports are updated on the after-sales service platform.
• Report overdue cases, technical blockages, and irreparable products to the Central After-Sales Service Manager.
• Prepare the technical elements necessary for decisions on exchanges or warranty claims.
• Monitor deadlines, returns after repair, and the performance of each technician.
• Participate in the training of technicians and the improvement of after-sales service procedures.
• Prepare monthly, quarterly, semi-annual, and annual reports.
• Participate in the preparation and execution of periodic inventories of spare parts and defective items.
• Supervise the testing of brown goods samples received, perform technical comparisons of products from different brands, and prepare the necessary technical reports for decision-making within deadlines.

Required profile :

Profile Sought:

-Higher technical education in electronics, electronic maintenance, or equivalent field (Associate's degree / Bachelor's degree).
-Proven experience in repairing brown goods, especially televisions.
-Proficiency in diagnostic methods, measuring instruments, and reading electronic schematics.
-Experience in technical coordination or team management will be an appreciated asset.
-Comfortable with computer tools and after-sales service management software.
-Sufficient experience in organizing priorities, tracking multiple cases, and communicating with various stakeholders.
-Mastery of electronic safety standards necessary for the protection of property and people.

Expected Qualities:

-Rigorous, methodical person with excellent technical analysis and diagnostic skills.
-Team spirit, good listening skills, and strong leadership to guide and support technicians and help resolve complex technical problems.
-Responsiveness, customer service focus, and stress management skills when dealing with complex or urgent cases.
-Initiative, ability to unite teams, and conflict resolution skills.
-High availability, sense of responsibility, and great patience for doing a job well done.

Expected Results from the Candidate:

-Reduction in diagnostic and repair times for televisions and other electronic equipment.
-Guaranteed reliability and quality of repairs and interventions, reduced time required, and minimized rate of returns under warranty after repair.
-Rigorous updating of the after-sales service platform and smooth coordination with the After-Sales Service Manager, spare parts storekeeper, after-sales service assistant, regional after-sales service teams, and approved service centers.