The MERLION group of companies is looking for an Operational Director of SCC (Service Direction).

The company provides maintenance services in the home appliance and electronics market for B2B and B2C segments, and also offers service solutions for manufacturers, vendors, and distributors. The scope of operational activities includes stationary service zones (at retail outlets, ASCs, UVPs) and field service.

Main Areas of Activity:

• Maintenance services in the market (B2B, B2C)
• Service for manufacturers, vendors, distributors
• Stationary service (SCK Service Center, ASC, UVP) and field service (mobile teams)

Your Responsibilities:

Strategy and development of the operational model:

• Development and implementation of the operational strategy for the service direction
• Development of stationary and field service
• Opening new service zones, optimizing existing sites
• Unification of processes and standardization of service procedures

Initiating and implementing development projects:

• Forming a project portfolio: new services, service formats, digitalization, automation, geographical expansion
• Preparing business cases: project calculation, assessment of resources, deadlines, risks, and effects
• Launching pilot projects, analyzing results, and making scaling decisions
• Monitoring the achievement of target indicators, adjusting solutions, replicating best practices
• Implementing principles of continuous improvement and project management

Management of service operations:

• Organization of the full service cycle (acceptance, diagnostics, repair, delivery of equipment)
• Monitoring the timing and quality of work performed
• Management of field teams (schedules, routing, workload, KPIs, equipment)
• Ensuring the operation of stationary service zones (standards, personnel, equipment, interaction with the retail block)
• Monitoring compliance with SLAs, warranty obligations, manufacturer regulations, and vendor requirements

Logistics and spare parts management:

• Organization of the spare parts and consumables supply chain
• Warehouse management: monitoring turnover, shortage levels, and non-moving stock
• Optimizing procurement, interaction with suppliers and manufacturers
• Ensuring the availability of critical spare parts for stationary and field service

Quality and customer experience:

• Implementation and monitoring of service quality standards
• Management of NPS, CSI indicators, handling complaints and claims
• Organization of effective work for the dispatch service and call center
• Implementation of communication regulations with B2C and B2B clients
• Continuous improvement of customer processes

Finance and P&L:

• Formation and execution of the operational block budget
• Monitoring service costs and profitability of the direction
• Participation in pricing services and service contracts
• Unit economics analysis (stationary repair, field service, B2B contracts)
• Cost control for personnel, transport, spare parts, and equipment

IT and automation:

• Participation in the implementation and development of CRM, ERP, Service Desk
• Automation of application acceptance, dispatching, and repair status tracking processes
• Implementation of mobile applications for field specialists
• Building analytical reporting and BI dashboards on operational indicators

Candidate Requirements:

Education:

• Higher education (technical/engineering, management, or business education)
• Additional education (desirable) in operational management

Work Experience:

• 5–7 years in senior operational positions
• Experience in managing a service direction in the home appliance and electronics sector
• Experience in managing stationary and field service
• Experience working with B2B and B2C clients, service contracts, SLAs
• Experience in managing P&L and budgets
• Successful cases of process optimization, opening service points, implementing CRM/ERP

Professional Knowledge:

• Processes for servicing and supporting home appliances and electronics
• Spare parts logistics and inventory accounting
• Quality standards and requirements for service operations
• Manufacturer requirements and rules for authorized service centers
• Labor legislation, labor protection, and safety regulations
• CRM, ERP, Service Desk, BI systems

Competencies and Personal Qualities:

• Stress resistance and ability to work in a multitasking environment
• Leadership skills and ability to manage change
• Customer focus and commercial thinking
• Analytical skills, ability to work with data
• Negotiation skills, experience interacting with vendors and corporate clients

Working Conditions:

• Salary + quarterly bonus based on KPI achievement
• Employment according to the Labor Code of the Russian Federation
• Schedule: 5/2, with the possibility of an irregular workday if necessary
• Work location: office + business trips to service points