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  • Full Time
  • Dhaka
  • Application Deadline: Thu Feb 15, 2024

Job Title: Assistant Manager, Service Network Planning

Education: Graduation

Experience: 3~5 years

Job Function: Operations

Industry: Mobile Handset


  • Day to day backlog analysis and provide solution to close pending repairs
  • Focus on first time fix, speedy repairs.
  • Ensure quality repair & repeat repair is with target
  • Service KPI (CTAT, LTP, CRR, CMI, FTC) monitoring and management
  • Ensure customer satisfaction/ Customer measurement Index target to increase sales & brand loyalty
  • Service center audit- Check guidelines and processes are followed
  • Inventory health checkup-ensure service partners keep spare stock as per guideline
  • Ensure loaner product for customers
  • Review repair processes and guidelines
  • Regular service meeting with service partners to ensure KPI and align business focus
  • Regular field visits for rapport building, market dynamics, VOC and regain retailers confidence
  • Regular field visits for rapport building, market dynamics, VOC and regain retailers confidence
  • Regular P&L review of service partners
  • New service network set up based on guidelines
  • Motivate service centers & engineers with incentives to achieve goals
  • Enrich customer experience thru innovation
  • Product quality issue reporting to RHQ/ HQ for improvement
  • Field failure ratio/ Failure analysis of running models and action for improvement
  • New model readiness -registration in system, ensure parts and training
  • Plan & coordinate technical training & product feature for engineers
  • Technical return ratio follows based on the sales data
  • Prepare product wise technical report

Education Requirement :

  • Bachelor in Engineering [IPE/EEE/ME] and Service Experience
  • BBA/MBA with experience in service

Additional Requirement :

  • Derivation: Analysis and insight, data-savvy, expert in Excel Analytics
  • Project: Mid- to long-term roadmap operation
  • Focus: Service Network and Products' Failure and Repeat Ratio Control
  • Communication: Proficient in English (all 4 skills), Bangla, Presentation
  • Behavior: Emotionally Intelligent, System thinking and Professional, Process-driven
  • IT: MS Office (full professional), SAP, ERP, Tech-savvy
  • Personal: Punctual and Responsible
  • Other: Respectful to internal policies and culture
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