Authorised Service Centre (ASC) Supervisor

Responsibilities:

• Provision of support to and monitoring of work completed by ASCs to drive optimal consumer satisfaction;
• Ensure adequate service coverage by ASCs throughout QLD where EHP appliances are sold
• Complete regular site assessments as scheduled, ensuring test equipment and tools are functioning efficiently and licenses & invoicing / documentation produced & held meet EHP compliance & legal standards
• Ensure service calls are completed and investigate consumer complaints, including Alleged Incident Reports (AIRs)
• Provide feedback to enable efficient service provision and fair & speedy resolution
• Review ASCs’ changeover & warranty trends and monitoring of spare parts returned to EHP (under warranty) to ensure effective controls are in place
• Provide feedback on market and competitor trends with regards to service
• Facilitate the appointment and cessation of ASCs
• Delivery of technical & warranty training to ASCs & SPDs.
• Ensure technical knowledge is kept up to date by attending relevant briefings, training & reviewing necessary materials, manuals etc.

Requirements:

• Supervisory /team leadership experience ideally servicing whitegoods appliances
• Some trade knowledge or technical background would be ideal
• Current technical licenses (i.e. electrical, gas etc.)
• Current valid Queensland drivers’ license
• Working knowledge of Microsoft Office (Email, Word, Excel)

Competencies:

• Agile - Both reactive and proactive, you work efficiently and flexibly to deliver results.
• Collaborative - You build trust, good working relationships and communicate effectively with your colleagues and across functions.
• A completer - You start and you finish, taking responsibility for getting things done, on time and to high quality, tying up all the loose ends along the way.
• Customer focused - You understand and empathise with people and can apply your people and problem solving skills to reassuring customers.
• Organised - You set the pace and the priorities, and then you bring a methodical approach to meeting your goals.
• Results-driven - You aim to fix any issue the first time, following up as needed to reach a resolution that satisfies the customer.
• A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.
• Positive influencer – You are capable of influencing ASC management/owners around service delivery, consumer expectations and labor rates set out by