Product Support Manager - DFS5251100 in Siem Reap at DFS

Date Posted: 9/20/2019

Job Snapshot

Job Description

The Product Support Manager is a key member of the Product Support team, responsible for taking care of the many and varied components that are essential behind the scenes to keep the operation going. With a member of the management team focused on providing exceptional and cost effective service in these areas, the rest of the location team are able to concentrate on their own part in supporting our common vision of exceptional people delivering exceptional product. Responsibilities of the Product Support Manager include managing the physical plant maintenance and housekeeping, utilities, general supplies, overseeing cash management offices (where relevant in the location) and the after sales service components of claims, damages, repairs and complaints. As these responsibilities are varied, the Product Support Manager is someone who enjoys multi-tasking, has very strong organization and communication skills and is great at problem solving in a variety of circumstances. They directly impact the profitability of the location through effective expense management practices and leave a lasting impression on our customer based on how they manage the after sales service complains and repairs.

Key Responsibilities:

•Manage contracted services within store, maintaining compliance with lease terms, local regulations and internal policies and budgets
•Assess need for contracted services, liaising with Assistant General Manager (AGM) Operations on efficiency or savings proposals and recommendations
•Under guidance of the AGM Operations, negotiate, formulate, review, monitor and terminate service level agreements / contracts in line with business need and demand, ensuring cost effectiveness, minimized financial liabilities etc.
•Liaise with building management to ensure standard leasing agreements are maintained as necessary
•Manage the support team to deliver a high standard of internal and external customer service in a timely and efficient manner and with accuracy.
• Develop and seek process improvement opportunities to assist cost management and productivity. Implement and share approved ideas to assist the business in line with company objectives and profitability targets. Liaise with AGM Operations on recommendations for continuous improvement and seek approval to implement where necessary.
•Ensure the level of customer complaints are responded to upon receipt and resolved promptly to reinforce and recover a seamless customer experience. Review trends and opportunities to improve.
•Track customer returns, repairs, defectives, customer complaints and associates costs. Provide reports and feedback to relevant internal parties as required. Monitor trends and identify and implement improvement opportunities to enhance the customer experience and outcomes.
•Establish and/or maintain centralized systems and procedure reference manuals for key support role tasks in the location
•Work with your AGM Operations to identify future potential Product Support Managers ensure development plans are in place for this talent.
•Lead, coach and train your team to ensure they are consistently growing in skills, confidence and effectiveness in their roles. - Provide feedback on training effectiveness to the relevant training delivery manager.
• Participate in recruitment and selection of your location team as required. In collaboration with Talent Management, apply recruitment technique
•Complete internal reports and participate in various projects as/when required.

Key Requirements:
- Education: Bachelors Degree in Management, Business or equivalent preferred. - Work Experience: 3+years in retail environment required. Team leadership experience with operational and financial accountability / expense management experience highly desired. - Proficiency in MS Microsoft computer applications (Excel, Word, Powerpoint,Access) and email is essential. - Able to effectively communicate and operate in a culturally diverse environment with astuteness and sensitivity. - Must have high degree of integrity and confidentiality with a keen sense of business/financial acumen - Accuracy and attention to detail. - Able to work under stringent deadlines and high pressure and be able to prioritize a heavy workload with multiple deadlines.Must have strong interpersonal skills and be able to work well with personnel at various levels. - Must have strong communication skills, both oral and written - Function as a resourceful and proactive team member. - Must be able to have a flexible schedule. - Able to work independently with minimal supervision. - Must be accurate. - Strong organizational skills - Very good analytical skills. - Able to make sound decisions with relevant facts at hand and communicate the perspective clearly. - Good problem solving skills. - Ability to work independently and on weekends and outside of regular office hours, if required.