Job Overview:
The Technical Service Supervisor is responsible for overseeing daily technical service operations, ensuring service quality, operational efficiency, and customer satisfaction in line with global home-appliance service standards
This role bridges technicians, spare parts, and service management, ensuring repairs are completed correctly, on time, and according to company KPIs and SLAs.
Key Responsibilities:
Operational Supervision:
· Supervise and manage daily service center & field technician operations
· Plan and control daily/weekly service schedules & workload distribution
· Ensure compliance with repair turnaround targets
· Technical Leadership
· Support technicians in complex fault diagnosis & advanced troubleshooting
· Validate repair actions, replaced parts, and technical closure notes
· Ensure First Time Fix Rate improvement
Performance & KPI Management:
· Monitor technician KPIs:
o Repair lead time
o Repeat repair rate
o Productivity & utilization
o Quality score
· Prepare weekly & monthly performance reports
· Escalate chronic issues using analysis report
Customer & Escalation Management:
· Handle escalated customer complaints and sensitive cases
· Ensure professional communication aligned with brand standards
· Support call center in technical clarification when required
Spare Parts & Process Coordination:
· Coordinate with Spare Parts / Warehouse teams to reduce repair delays
· Monitor part availability, ETA, and misuse
· Identify repeat part failures and report to Quality / Product teams
Quality & Compliance:
· Ensure repairs comply with company standards, safety rules, and SOPs
· Conduct random quality audits on completed repairs
· Enforce standardized photo & closure note rules Newal/Miele style)
Team Development:
· Conduct weekly technician meetings
· Identify training needs and support technical skill development
· Coach technicians on quality, speed, and customer handling
Required Skills & Abilities:
· Strong technical knowledge of home appliances
· Refrigerators, Washing Machines, Dishwashers, Ovens, AC, Small Domestic Appliances)
· Proven team leadership & supervision skills
· Advanced problem-solving & analytical thinking
· KPI, SLA & service-performance mindset
· Strong communication & escalation handling skills
· Proficiency in CRM / Service Management Systems
· Ability to work under pressure in fast-paced service environments
Qualifications:
· Bachelor’s degree in engineering or technical field or business admin preferred)
· Minimum 3 years’ experience in home-appliance or similar roles in technical service operations
· Minimum 2 years in Supervisor / Team Leader role
· Technical certifications are a strong plus
· Language:
o English: Required
o Arabic: Required
· Strong computer & service software proficiency
