Job Title:

Category: Customer Support Service Director; Operations,

Location: Addis Ababa HQ

Employment Type: Full time

Position Title: Customer Support Service Director

Report to: VP Operations

Salary: As company scale and negotiable on earning history of candidate

Benefits: attractive work related allowances and benefit packages

Moti Engineering P.L.C is an ICT Company, which established by 2006 and engaged in supply of banking automation, IT material and solutions providing business. Works aiming to create more customer satisfaction. We’re growing, innovative specializing in banking automation, and executed a lot in payment solution technology - from introduction, installation and maintenance services of ATM. Highly qualified in ICT infrastructure and networking projects execution and Management works. We are available throughout the country (70 centres) from regional city of main branch to woreda level small towns. For further information please visit our website http://www.motiengineering.com/ for details of our business.

Now Moti is looking for competent Supply Chain Director for immediate vacant filling (hire).

Job Profile &; Purpose:

The Customer Support Service Operation Director Job Profile requires a person who is inspirational, manipulative and has the drive to achieve. A tangible, measurable results are to be obtained despite opposition or resistance to their accomplishment. There may be pressure to meet deadlines in an environment laced with a wide variety of problems and unexpected interruptions. Communication and people skills are also important aspects of the job. The person fulfilling this role should be self-starting, competitive, imaginative, direct, influential, persuasive and self-confident. Independence, mobility, activity, pace and authority are also factors which could be important to this position.

Under the direction of the Operations VP, the Director will be accountable for all Customer Support Service department activities within the business including, tracking, directing, monitoring SLA management, Overlooking Operations of all Regional & District divisions and sections, Facility Management and workshop Operations, Customer Communications, Reporting and Recoding all Customer support activities, Planning & Scheduling, Service activities & Development and budgetary control.

The role requires the Director to develop, in consultation with the Human Resources Department, recruitment, retention & succession planning policies, undertake specialized ‘in-house’ training and be the ‘go-to’ executive for all matters relating to Customer Support Services Operations. In addition, the Director may be required to undertake specific projects on behalf of MOTI Engineering PLC as directed as well as maintaining liaison with other business units & Third-party Clients.

As a member of the Management team the Director will participate in the general running and directional strategy of the business providing expert specialized advice as appropriate.

Areas of Responsibilities:

• Client communication

• SLA Management

• Facilities Management

• Spare part availability & Maintenance Management

• Budget & expenditure control

• Selection, recruitment, training and retention of Customer Support Service executives, managers and operators.

Essential Duties & Accountabilities

• Working with MOTI Management team, you will provide Customer Support Services Operations expertise and knowledge to assist all functions to meet their strategic objectives. This may include but not be limited to the following:

• Oversee Customer Support Services Operations activities to ensure targets are met, Client is satisfied, Operational issues are timely resolved & contribute to ‘right-first-time’ service SLA targets.

• Remain forceful when Customer Support Service staffs become demotivated and/or depressed.

• Provide satisfactory and acceptable outcomes in situations which involve the new and unexpected.

• Challenge the status quo in order to achieve a culture dedicated to continuous improvement and best practices.

• Get oneself and others committed to the timeous commencement and achievement of tasks, and overcome any problems. Assist those who are not natural self-starters or who are inexperienced.

• Focus and push both self and others to achieve targets, budgets and goals despite any opposition or antagonism encountered.

• Remain confident when dealing with negative situations, convince others to have ideas and create new options, as well as encouraging and enthusing them to come up with imaginative solutions to difficult problems.

• Mentor, coach and generally support those who are not confident in their area of competence, building morale and personal esteem, and generally encouraging others to give their best performance.

• Be firm and persistent when expressing views, and present concepts and ideas to overcome problems once the situation has been carefully evaluated and discussed.

• Bring a sense of urgency to situations, demonstrate a proactive approach, be willing to become involved in order to increase the pace and achieve goals and objectives.

Additional Responsibilities:

• By close liaison & communication, support all senior managers in meeting company and departmental requirements among all categories i.e. Customer Support Service, Quality,

• Compliance, Procurement, Logistics, Sales & Marketing, Finance, Internal Audit and within the department including operational targets viz-a-vie SLA targets, spare part quality control and management, Spare Part Maintenance & Manufacturing, Budget development, data registry.

• The scope of these activities will include but not be limited to:

• Develop and prepare for the timely preparation of consolidated budgets, reports, forecasts and manage those activities under your control such that agreed targets are met.

• In consultation with senior management team develop a benchmark system which allows intra-company comparisons of key performance metrics including Customer Support Service,

• Professional Support Services, Facility management, Quality Assurance department, Workshop operations & Compliance, Service, Consumption and Operations efficiencies.

• Implement procedures & processes within the Customer Support Services Operations team to ensure a high level of professional integrity to prevent members being compromised, participating in or exposed to inappropriate conduct.

• Monitor competitor activity in terms of Service quality, Operational competency and customer satisfaction.

• Monitor and improve SLA results including but not limited to performance micro-management, frequent weekly review, give on time and necessary feedback, problem solving, continuous

• improvement and follow-up and monitor relationship with client and improve satisfaction rate.

Job Requirements

Minimum Requirements for The Job:

• Needed personality who is Inspired, manipulative and has the drive to achieve.

• Be assertive enough to obtain a tangible, measurable results despite opposition or resistance to their accomplishment.

• Pressure to meet deadlines in an environment laced with a wide variety of problems and unexpected interruptions.

• Communication and people skill towards the success of the firm.

• Self-starting, competitive, imaginative, direct, influential, persuasive and self-confident.

• Independence, mobility, activity, pace and authority.

• Confident and highly motivated individual with a proactive attitude.

• High levels of attention to detail.

• Ability to manage workloads efficiently and meet multiple deadlines.

• A multitasker who works well under pressure, able to demonstrate high levels of initiative and motivation and work closely with other team members.

• The flexibility to work outside normal office hours as may be required from time-to-time.

Mathematical Skills:

Ability to work with mathematical concepts such as descriptive statistics and accounting concepts.

Reasoning Ability:

Ability to define problems, collect data, establish facts and draw conclusions. Ability to interpret technical instructions and deal with abstract and concrete variables.

Other Skills:

• Requires ability to operate office equipment such as PC, Microsoft suite of programs, calculator, PDA and telephone.

• Good Communication, Networking abilities and Driving Skills.

• People management skills, interpersonal skills, Problem Solving Skills, Conflict resolution Skills.

Personal Appearance:

The manager must dress in a professional manner and maintain a high level of personal hygiene and appearance.

Personal Integrity:

The manager must exhibit a very high level of personal integrity, leading by example and engender same level of personal ethics with the Customer Support Service team.

Education and/or Experience:

Required skill(s):

Good Communication, Networking abilities, MS Office, Driving.

Preferred skill(s):

People management skills, interpersonal skills, Problem Solving Skills, Conflict resolution Skills.

Language Skills:

Language Skill Proficiency

Speaking Reading Writing

Amharic Fluent Fluent Fluent

English Fluent Fluent Fluent

Ability to prepare, read, analyses and interpret budgets, financial reports and regulations. Ability to write reports and business correspondence. Ability to present information and respond to inquiries from senior management, contractors and employees.

Qualification

Knowledge of Operations, Services, Customer Handling, Contract Management, Result monitoring & Evaluation, Conflict resolution, Communication skills and personnel management.

Excellent commercial knowledge and service operation experience.

Education

Post Graduate Degree in either Operations Management, Supply Chain management, Business Administration & Similar Sciences.

Experience

Minimum 10 year’s work experience in a similar field as Customer Support Service Manager.

How to Apply

Only qualified & interested candidates are encouraged to apply for this vacancy position:

1. Please Download the “Job applicants Summery of Qualification” form & complete it properly;

1.1. For On Line Applicant:

- Please attaché and send: the completed Job applicants summery, with your CV & credentials copy only; - stating the position (Customer Support Service Director) on the subject line; to email address “recruitment@motiengineering.com” making CC to ‘Vacancy@motiengineering.com’.

1.2. Or physically drop:

- Drop the completed Job applicants summery form with your CV & Copy of your credentials at our Office Located: “Africa Avenue, Mega House / building, 6th floor office No 610, or behind Bole Printing House Beside mezgbe Butchery, or Welo sefer Behind Efoyta Helth Center

For further Information, you can call /Contact on: - 0114-70-14-06 or 0114-70-02-79