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Merge Recruitment Agency; Dammam; On-site; SAR 70,000 - 100,000; Full time

Job summary

Merge Recruitment Agency is seeking a results-driven Operations Manager to supervise remote technical centers. You will oversee repair processes, drive KPI achievement, and ensure quality service delivery across multi-site operations.

The role requires strong leadership, strategic thinking, and customer-centric problem solving. You will analyze performance data, implement corrective actions, and mentor technicians.

Qualifications

• Must have proven leadership in service/operations management.
• Strong communication and problem-solving capabilities required.
• Analytical thinker with planning and organizing abilities.
• Customer-focused with ability to drive KPIs across teams.

Responsibilities

• Supervise remote technical centers repair processes to meet KPIs.
• Analyze statistics and prepare reports for daily/weekly/monthly KPIs.
• Implement corrective actions to improve team KPIs based on data.
• Own customer complaints and drive resolution.
• Set clear KPIs and deploy strategies to achieve them.
• Develop service procedures, policies and standards.
• Recruit, mentor and develop technicians and foster an empowering environment.
• Stay ahead of industry developments and apply best practices.
• Manage budgets and resources to meet qualitative and quantitative targets.
• Coordinate with inventory andVendor relations to optimize operations.

Skills

Leadership

Initiative

Problem solving

Communication

Analytical skills

Planning & organizing

Teamwork

Job description

• Supervise remote technical centers repair process/operations to ensure KPIs are achieved.
• Analyze statistics and compile accurate reports to monitor daily/weekly/monthly KPIs.
• Take corrective action plans to improve/develop team KPIs based on analytical review.
• Take ownership of customers complaints and follow up through to resolution.
• Set a clear KPIs and deploy strategies focused towards that KPIs achievement.
• Develop service procedures, policies and standards.
• Recruit, mentor and develop technicians and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Plan and review technical center repair standards; enforcing policies and procedures.
• Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions.
• Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Control technical centers expenses to achieve budgeted values.
• Manage relationships with key operations vendors.
• Track vendor pricing, rebates and service levels.
• Communicate all operating policies and/or issues at department meetings.
• Work closely with the inventory team to perform analysis of our inventory

1. 1)Must possess proven expertise in smart services management including: after sales management, customer management, maintenance and repair management, development and implementation of KPIs
2. 2) Must have strong skills in: Leadership, Initiative Taking, Problem Solving, Communication and working effectively with others.
3. 3) Must possess planning, organizing and analytical skills, and able communicator (oral and written) with influence skills.
4. Solid Technical Background in related service industry (Consumer electronics, home appliances, small appliances, white goods ...etc.)
5. 4)Customer oriented and co-operate with team for achieving results.
6. 5) Able to communicate and escalation complex technical issues, with good presentation skills.
7. 6)Excellent organization, communication and problem-solving skills.
8. 7)Self-motivated and adaptable to be able to work with minimal supervision.

About The Company