WHITE GOODS AFTER-SALES SERVICE MANAGER | Safi (Morocco)

Job :

Your mission:

Reporting to the Central After-Sales Service Manager, your mission will be:
To organize and monitor after-sales service activities for large home appliances (white goods category / GEM).
To organize and monitor after-sales service activities for small home appliances (white goods category / PEM).
To assist technicians and coordinate and follow up on 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 and follow-up of repairs and interventions on refrigerators, freezers, washing machines, dishwashers, air conditioners, cooking appliances, and other home appliances in the category, including small appliances.

Your main responsibilities:

• Plan workshop repairs and interventions according to priorities and team availability.
• Assign cases based on technician skills, intervention areas, and urgency.
• Prioritize immobilized essential appliances, especially refrigerators, freezers, washing machines, air conditioners, and cooking appliances.
• Support technicians in diagnosing electrical, electronic, mechanical, and refrigeration and air treatment system faults.
• Verify technical reports and functional and safety tests before return.
• Identify spare parts needs and coordinate their availability with the spare parts storekeeper.
• Ensure technical follow-up with suppliers and approved service centers.
• Coordinate the handling 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 delayed cases, technical blockages, and irreparable products to the Central After-Sales Service Manager.
• Prepare the technical elements necessary for decisions on exchange or coverage.
• 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 samples received for white goods, perform technical comparisons of products from different brands, and prepare the necessary technical reports for decision-making in a timely manner.

Required profile :

Profile sought:

-Higher technical education in home appliance maintenance, electromechanics, refrigeration, or equivalent field (Associate's degree / Bachelor's degree).
-Proven experience in diagnosing and repairing white goods.
-Good knowledge of electricity, electronics, mechanics, and refrigeration systems.
-Proficiency in diagnostic methods.
-Ability to read technical diagrams, exploded views, and supplier documents.
-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 prioritizing tasks, managing multiple cases, and communicating with various stakeholders.
-Proficiency in electrical and gas safety standards necessary for the protection of property and people.

Expected qualities:

-Organized, responsive, and rigorous person, capable of managing priorities and emergencies in the field.
-Excellent interpersonal skills and a strong sense of customer satisfaction.
-Solid pedagogical skills to train and support technical teams on safety and compliance standards.
-Passionate about their work, motivated, and fully invested in their missions.
-Team spirit, listening skills, and strong leadership with the ability to manage stress when dealing with complex or urgent cases.
-High availability and sense of responsibility with initiative.

Expected results from the candidate for the position:

-Quick and efficient handling of priority immobilized appliances (refrigerators, freezers, washing machines, dishwashers, air conditioners, and cooking appliances).
-Optimization of planning for home and workshop interventions.
-Reliability and quality of repairs and interventions guaranteed, reduction of time required, and minimization of the post-repair warranty return rate.
-Complete traceability of spare parts used and systematic up-to-date maintenance of the after-sales service system.
-Rigorous monitoring of gas consumption and usage during repairs.
-Special and personalized monitoring of appliances suspected of internal leaks and search for solutions.
-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.