Job Title: Trade & Support Repair Manager
Functional Area: Commercial
City: Johannesburg
Contract Type: Permanent
About Cell C
Cell C (Pty) Ltd is an award-winning mobile network operator in South Africa, with more than 7 million customers. Cell C is committed to providing reliable voice and high speed data services with its advanced HSPA+ network. Cell C vision is to understand the way of life of its customers better than anybody else, and tailor solutions around them to enhance lifestyle and improve livelihoods. Cell C is also South Africa's most empowered telecommunications company in terms of equity ownership. For more information, please visit www.cellc.co.za
Purpose of the Job
To devise and implement the technical repair strategy from a national platform to a regional platform. To implement the re-engineering of the High Level Repair Centre (HLRC). To perform roll out of the decentralized repair centres. To design & implement management reports to measure and manage Customer Service from an after sales perspective. To design & implement reports to measure and manage the High Volume Repair Centre, technical functioning of the Decentralized Repair Centres and all CellC pick up points. To develop current business processes within after sales. Compilation of daily, weekly and monthly business and management reports.
Key Duties & Responsibilities
1.High Level Repair Centre
•Develop and implement the Head office technical support structure, together with the relevant procedures.
•Develop regional processes to ensure optimum performance and efficiency to achieve set TAT and bounce targets.
•Establish, review, analyze and improve existing HLRC and Cell C Stores repair processes and procedures.
•Develop procedures and processes manuals.
•Recommend and implement optimum processes and procedures.
•Manage the proposed improved processes and maintain the time-lines for the new processes.
•Ensure integration of the improved processes with in all channels and business areas of Cell C.
•Liaise directly with all the Manufactures of handsets
•Manage the Return to Manufacture of all handsets on a national basis.
•Constantly improve the turnaround times for all repairs
•Monitor the quality of repairs and ensure turnaround times are strictly adhered to.
•Monitor the quality of new handsets
•Manage and ensure the technical training is of high quality and totally informative, between vendors and Head office.
•To oversee all the activities within the Walk-In Customer Centres pertaining repairs, out of box failures, warranties, running of the spares, return to manufactures and turnaround times.
•Assist the Executive with the negotiations of the repair contract terms, pricing and payment schedules of the handset manufactures 2.Decentralized Repair Centre & CellC Franchises
•Manage the rollout of the Decentralized Repair Centres
•Ensure technical training is conducted within all DRC and Cell C Franchises
•Develop and assist vendors with training manuals.
•Optimise CellC Franchises and Channel repair service-includes design and implementation of programs to improve above •Optimise repair centre processes and procedures to ensure optimum Customer service 3.External Repair Centres and Manufacturers •Develop processes & procedures to ensure efficient service from External Repair Centre and Manufacturers according to agreed SLA’s to ensure optimum service to Customers 4.Report Generation •Design and implement reports and system enhancements-includes BRS management and testing sign off.
•Manage reports, system enhancements, including bugs management process.
•Compilation and submission of daily, weekly and monthly reports 5.Health and Safety Compliance
•Strictly apply and adhere to Cell C Health and Safety procedures and rules
•Manage conformance to Legislation and Cell C Health, Safety and Environmental standards
•Manage, identify and minimise Cell C’s exposure to operational risk
•Monitor, investigate and report all health and safety matters and incidents
•Ensure the appointment of the SHE representative, first-aiders, evacuation marshals and establishing/maintenance of SHE Committees as per legislation and Cell C requirements 6.Perform any other related duties as requested by management
Skills & Experience
•Minimum 8 year experience in repair industry
•Minimum 5 year experience in decentralised repair centres
•Sound understanding of repair models, processes, manufacturer repair models as well as High level repair Centre & Decentralised Repair Centre Operations
•Excellent communications skills
•Must be goal and deadline orientated
•Proven ability to work under extreme pressure
Educational Requirements
•Engineering / IT Degree / National Higher Diploma
Deadline: 23/07/2012
Apply to:
https://www.cellc.co.za/cellc-careers
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