Regional Service Manager

REGIONAL SERVICE MANAGER POSITION OVERVIEW Midea is seeking a Regional Service Manager to lead and optimize the service department, ensuring exceptional customer experiences while enhancing our after-sales service operations and systems. In this role, you will be the driving force behind seamless service delivery, playing a crucial part in maintaining customer satisfaction and operational excellence across the region. KEY RESPONSIBILITIES You will oversee multiple critical areas including managing Authorized Service Partner (ASP) and Call Center operations, providing technical support and training to service technicians, and monitoring key performance indicators to continuously improve service delivery. Your communication skills will be essential as you coordinate with ASPs, Call Centers, Distributors, factories, and Head Office to ensure alignment across all service touchpoints. You will gather and relay product quality feedback to our factories while maintaining focus on cost efficiency and revenue optimization. Specifically, you will define and communicate clear customer service standards, oversee adherence to service level agreements, and plan work distribution across the team. You will manage service network development, handle ASP and Call Center appointments, negotiate with vendors, and ensure all necessary resources and tools are available for quality service delivery. Complex and escalated customer issues will fall within your purview to resolve effectively. Additionally, you will analyze service data to identify improvement opportunities, implement strategies to enhance service quality and profitability, and manage spare parts inventory and delivery availability. You will identify staff development needs and provide coaching while collaborating with management on growth initiatives and service improvement projects. REQUIRED QUALIFICATIONS AND EXPERIENCE You must possess a university degree with a minimum of 6 years of direct experience in after-sales service management. You should demonstrate strong ability to build relationships across diverse customer bases, with proven ownership mentality toward problem-solving. Your background should include experience in consumer durable or home appliance industries. You must have in-depth knowledge of customer service principles and practices, excellent negotiation and vendor management skills, and the technical acumen to understand product specifications and train service engineers effectively. WORK LOCATION Nairobi, Kenya