Sr Service Operations Specialist

Sr Service Operations Specialist

12 nov
|
Motorola
|
Buenos Aires

12 nov

Motorola

Buenos Aires

58343 Services 10/31/2017
Buenos Aires City, Buenos Aires Autonomous City, Argentina
Position Title: Sr Service Operations Specialist
Location: ARG-Buenos Aires
Functional Area: Services
Facility: Regional Office
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 5 - 7 Years
Travel Percent: 0

Position Description
THIS IS A MOTOROLA POSITION

Company Description:
Motorola Mobility (a Lenovo Company) is one of the world’s fastest growing smartphone providers, creating groundbreaking, affordable, high-quality products designed and built with the global customer in mind. And it’s our people who make this all happen




We are thinkers, risk-takers and problem solvers, working together to constantly challenge the status quo. If you share our commitment to ingenuity, creativity and innovation, we want you to help us define our world of tomorrow. Explore the opportunities and apply today.

Scope of Responsibilities:
Motorola Mobile Devices Service Operations Supervisor for country/region with focus to deliver best in class Consumer Experience.
● Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPIs and cost assurance according corporate goals.
● Responsible for Repair Vendor contract management, new repair vendor certifications and repair vendors termination.
● Responsible for establishing Repair procedures that efficiently address customer issues and brings open support items to closure.
● Responsible to develop controls and identify proactively opportunities to reduce penalties caused for not comply with customer SLAs.
● Determines areas of improvement on internal processes to adapt to market requirements, technology evolution, and customer demands.
● Interfaces with senior team at the customer organization to represent Motorola support team and address support engagement.
● Establishes productive working relationships within Motorola support and product organizations to efficiently address customer issues.
● Build clear scope of work for each repair supplier, and be accountable for the success of the suppliers.
● Assure local service partners to execute Motorola strategy.

Position Requirements
Basic Qualifications:
● Bachelor Degree or Program Degree.
● 5+ years of experience.

Preferred Qualifications:
● Knowledge of the Mobile Phone market and repair operations.
● Knowledge of Customer Service and Repair Operations in the Mobile Phone space.
● Knowledge of warranty financial and post sales operations.
● Strong Experience on Mobile Devices Repair Operations, Engineering or Quality.
● Hands on knowledge of Excel and strong knowledge of basic statistical analysis.
● Must be a good communicator and team player.
● Proven track record in operations and customer facing situations addressing regional support engagement.
● Project Management certification a plus.
● Must be fluent in English and Spanish (advanced level, written and oral skills).
● Fluency in Portuguese is a plus.

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