The MERLION group of companies is looking for a Director of Customer Service.
They are seeking an experienced specialist who will take responsibility for the development and management of the company's service division. You will be tasked with building an effective federal-level customer service system — from strategy formation to implementation and performance monitoring.
Responsibilities:
- Participate in the formation, defense of budgets, and implementation of a federal-level customer service strategy
- Ensure the service division becomes profitable
- Formulate a portfolio of service offerings for IT, large and small home appliances, mobile devices, electronics, etc.) for B2C and B2B clients
- Manage pricing and cost calculations
- Build a full-cycle service maintenance model — based on own field engineers, repair department, involving external contractors, and spare parts procurement
- Develop requirements, plans, and budgets, as well as open service points (service departments/areas) within the company's retail locations
- Plan revenue for the service division, manage and defend budgets
- Formulate requirements for information systems (Service Desk, engineering services, spare parts inventory management, knowledge bases, etc.)
- Develop regulations, instructions, process maps, contracts, grading systems, motivation schemes, and KPIs for employees
- Create an end-to-end quality control system
- Lead the service department engineering team: ensure and monitor the performance of service work, adherence to SLAs
- Develop and implement analytical, financial, and service reporting
- Analyze the operations of regional competitors and develop programs to strengthen the company's competitive positions
Candidate Requirements:
- Higher education (technical preferred)
- At least 3 years of experience in similar positions
- Experience in opening a service department or center from scratch
- Experience in implementing and writing technical requirements for information systems
- Deep technical expertise and market knowledge relevant to the vacancy profile
- Knowledge of ITIL, ITIL course certificates will be an advantage
- Confident PC user, in-depth knowledge of Excel
- Knowledge of the legal framework relevant to the vacancy profile
Employment Terms and Work Schedule:
- Five-day work week
- Hybrid work schedule
- Willingness to travel for business
- Payment terms: fixed salary + quarterly bonuses (dependent on sales plan achievement and service metrics)
In your cover letter, please specify your desired salary level.
