Job Purpose
Stanley Black & Decker Arabia is investing in a sustainable after-sales service program to exceed customer expectations and establish itself as a market leader. This role will lead a team and focusing on developing service sales, quality improvements, and warranty reduction programs to achieve the highest customer satisfaction and financial objectives.
Key Responsibilities
- Customer satisfaction on repair times, quality and costs via management of the Service to ensure achievement of after sales KPI’s for service transactions and helpdesk
- Being ‘Owner’ and key contact for escalated service and quality issues within the region
- Understand end users / dealers’ requirements and implement actions accordingly
- Managing SBU Service P&L’s
- Establish systems for Warranty reduction & Quality Improvement, take the lead on managing product liability claims
- Develop/Audit authorized service agent network and central repair unit(s)
- Project Management to deliver agreed projects in time
- Implement and utilize Stanley Black & Decker systems and solutions in order to improve service accessibility and effectiveness
- Organize service trainings
- Control order placement from the distributor and follow up order process of spare parts
- Provide support to the Finance in managing the financial relations between Stanley Black & Decker and service centers
- Analyse spare parts & after sales service prices versus competitors and adjust necessary changes based on local needs and competition
- Other tasks outside the job profile as required
Education / Experience / Competencies & Skills
- 5-7 years of experience preferably in related fields
- Preferably university degree in engineering (mechanical or, electrical)
- Commercial exposure and/or background within Stanley Black& Decker, which includes previous experience within a commercial role
- Technical and repair knowledge of power tools is preferred
- Able to handle multiple priorities, organize, plan, and meet difficult deadlines, and multi-task in a fast-paced environment
- Strong interpersonal, negotiation, follow-up, and documentation skills
- Strong presentations skills with experience of presenting to senior business leaders
- Excellent PC and MS Office skills, SAP knowledge is a plus
- Fluency in English both written and spoken
- Native Arabic Speaker is a must
Key Internal Relationships
- Commercial Team
- Marketing Team
- Customer Service Team
- Planning and Supply Chain Team
- Regional Service Leader
Key External Relationships
- Service agents
- Distributors
- Consulting firms for service related issues
- Government agencies
What You Get
- A utility role with independence
- Opportunity for career advancement with a fortune 200 company
- Competitive compensation
- Company Perks including, employee product purchase, and many more!
Stanley Black & Decker believes in giving each and every applicant an equal opportunity to succeed on their own merit. We strive to hire employees that reflect and support the diverse perspectives, experiences and needs of employees and our communities including but not limited to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. We remain committed to upholding the values of equity, diversity, and inclusion in our work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive organization. Therefore, in pursuit of our values, we seek employees who will work respectfully and constructively with differences across the organizational hierarchy in actualizing SBD’s priorities, goals and principles of equity and inclusivity. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team. Please note that as part of our recruitment process, candidates in the final stages will be required to complete a background check which may include a criminal background, credit and driver’s abstract check.
We Don’t Just Build The World, We Build Innovative Technology Too
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
Who We Are
We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
We Don’t Just Build The World, We Build Innovative Technology Too.
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
Who We Are
We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
What You’ll Also Get
Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.