Sr. Service/ Tech Supervisor - Consumer Electronics | Retail | OMASCO| Oman

Job Requisition ID: 178070 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day Overview of the role: To lead and manage service operations for Consumer Electronics and Air Conditioning products by ensuring timely service delivery, high quality standards, effective team performance, and compliance with company processes related to service, spare parts, stock, finance, reporting, and the achievement of revenue and collection targets as assigned from time to time. What you will do:- Description of Accountability: Service Operations - Achievement of revenue and collection target related to assigned portfolio and profit centre - Ensure timely allocation and effective distribution of service calls among team members to maximize productivity and meet service level agreements (SLAs). - Coordinate closely with customers, technicians, resellers, dealers, and internal teams to attend and resolve complaints within the prescribed turnaround time. - Monitor job progress and proactively update customers and relevant stakeholders on status and expected closure. - Ensure proper job closure and timely billing in SAP immediately upon completion of service calls. - Maintain clear and professional communication through SAP, emails, and internal coordination. Quality & Performance Management - Ensure all service jobs are completed with the highest quality standards, aiming for zero repeat complaints. - Identify, raise and discuss epidemic or recurring failures with Principles and Line Managers and support root cause analysis. - Monitor individual technician performance and motivate team members to improve efficiency, skill levels, and accountability. - Guide team members to take on higher responsibilities through coaching, mentoring, and on-the-job support. - Recommend and coordinate technical and soft-skill training programs based on performance gaps. - Obtain periodic feedback from customers/end users regarding work carried out and ensure corrective actions are implemented where required. Spare Parts Management - Raise spare parts requests promptly and ensure timely issuance to technicians to avoid service delays. - Track pending parts and regularly review status with the Parts team for follow-up and availability. - Ensure defective parts are returned to the store within three (3) days of repair completion. - Maintain weekly review of pending and returned parts with the team. - Escalate spare parts pending beyond seven (7) days to superiors for intervention. Reporting & Documentation - Review all pending service calls on a regular basis and take corrective action where required. - Prepare and submit weekly service and performance reports to the Line Manager. - Conduct weekly performance discussions with team members, share feedback and provide support to improve individual and overall team performance. - Ensure accuracy and completeness of job cards, claim data, call reports and supporting documentation. Technical Report (TR) & Warranty Management - Ensure timely submission of TR-recommended job cards within seven (7) days from job completion. - Forward documents for scrap processing on a monthly basis . - Regularly clear open orders, STOs and pending warranty-related transactions in SAP. - Coordinate closely with warranty claims and technical teams to avoid delays or rejections. Stock Management - Conduct periodic stock counts to ensure accuracy and system alignment. - Ensure proper stock upkeep, segregation and control in line with company policies. - Identify and process slow-moving, second sale and scrap stock for timely clearance. - Maintain accurate stock records in SAP and address discrepancies immediately. Finance & Commercial Coordination - Ensure credit approvals are obtained for all non-cash jobs prior to service execution. - Ensure timely preparation and submission of service estimates. - Follow up on payments and collections from out-of-warranty customers. - Escalate overdue payments to Management . - Coordinate with Finance team using SAP reports and email communication to ensure financial compliance. -