Service Manager

About HONOR

HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves.

For more information, please visit HONOR online at www.hihonor.com

Work Location: Oman

Job Responsibilities：

Overall management of mobile phone business service module.

• Responsible for the planning, execution, and optimization of the mobile business service system to ensure efficient operations.
• Lead the standardization of service processes, including user inquiries, service response, and problem resolution.
• Develop service strategies aligned with user needs through data analysis and market research to continuously improve customer satisfaction.

Testing and Quality Management

• Oversee the testing processes for mobile service modules, including functional, performance, and user experience testing.
• Analyze test results to identify and address potential issues in service modules, ensuring their stability and reliability.
• Promote the adoption and enhancement of automated testing tools to improve testing efficiency and coverage.

Mobile Repair and After-Sales Management

• Optimize mobile repair workflows, including fault diagnosis, spare parts supply, and repair cycle management.
• Build an efficient after-sales service system to ensure timely resolution of customer complaints, returns, and repair needs.
• Monitor and analyze after-sales service data to identify opportunities for improvement and enhance service reputation and user loyalty.

Data Analysis and Business Insights

• Collect and analyze key operational data for service, testing, repair, and after-sales modules, generating quantitative and qualitative reports.
• Evaluate the operational efficiency of service modules based on data analysis and propose optimization initiatives to implement.
• Leverage user data insights to assist product and operations teams in refining mobile business service strategies.

Project Coordination and Cross-Department Collaboration

• Act as the service project leader to oversee mobile service-related projects, ensuring the progress of testing, repair, and after-sales modules as planned.
• Coordinate with product, R&D, operations, customer service, and other relevant teams to ensure seamless service process integration.
• Manage project risks, resolve issues encountered during execution, and ensure project objectives are achieved.

Service partner Capability Enhancement

• Manage Service partner and efficient service team with clear responsibilities and goals for team members.
• Provide systematic training and guidance to team members to improve overall professional capabilities.
• Encourage innovation in testing, repair, and after-sales service areas, creating a strong service brand image.

Customer Experience and User Satisfaction Improvement

• Monitor user feedback and market trends, responding quickly to customer needs and enhancing overall service experiences.
• Lead customer experience optimization projects to identify key issues affecting user satisfaction and propose improvement measures.

Qualification and Experience:

• Bachelor’s degree in related field.

• 3years of experience in Service management

Key Skills and Competencies:

• In-depth understanding of the operational processes and characteristics of mobile business service, testing, repair, and after-sales modules.
• Strong data analysis skills with proficiency in tools like Python, SQL, and Excel.
• Extensive project management experience, including project progress tracking, resource allocation, and risk management.
• Excellent communication and coordination skills to efficiently manage cross-department collaboration.
• Profound understanding of customer service and user experience, with the ability to develop effective service strategies based on user needs.

At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills.

Start a new journey with HONOR to go beyond!