North Area Technical Service Supervisor
Erbil, Iraq
Full Time
Customer Service & Support
7 days left
Key Responsibilities
Operational Supervision
- Supervise and manage daily service center & field technician operations ( Erbil, Zakho, Duhok, Sulaymaniyah, Mosul and Kirkuk all city branch areas ).
- 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:
- Repair lead time
- Repeat repair rate
- Productivity & utilization
- 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
- 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
- Driving license ( Car )
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:
- English: Required
- Kurdish: Required
- Arabic: Required
- Strong computer & service software proficiency
