North Area Technical Service Supervisor

About the Job

Key Responsibilities Operational Supervision Supervise and manage daily service center & field technician operations ( Erbil, Zakho, Duhok, Sulaymaniyah, Mosul and Kirkuk all city branch areas ). Plan and control daily/weekly service schedules & workload distribution Ensure compliance with repair turnaround targets Technical Leadership Support technicians in complex fault diagnosis & advanced troubleshooting Validate repair actions, replaced parts, and technical closure notes Ensure First Time Fix Rate improvement Performance & KPI Management Monitor technician KPIs: Repair lead time Repeat repair rate Productivity & utilization Quality score Prepare weekly & monthly performance reports Escalate chronic issues using analysis report Customer & Escalation Management Handle escalated customer complaints and sensitive cases Ensure professional communication aligned with brand standards Support call center in technical clarification when required Spare Parts & Process Coordination Coordinate with Spare Parts / Warehouse teams to reduce repair delays Monitor part availability, ETA, and misuse Identify repeat part failures and report to Quality / Product teams Quality & Compliance Ensure repairs comply with company standards, safety rules, and SOPs Conduct random quality audits on completed repairs Enforce standardized photo & closure note rules Team Development Conduct weekly technician meetings Identify training needs and support technical skill development Coach technicians on quality, speed, and customer handling Required Skills & Abilities Strong technical knowledge of home appliances Refrigerators, Washing Machines, Dishwashers, Ovens, AC, Small Domestic Appliances) Proven team leadership & supervision skills Advanced problem-solving & analytical thinking KPI, SLA & service-performance mindset Strong communication & escalation handling skills Proficiency in CRM / Service Management Systems Ability to work under pressure in fast-paced service environments Driving license ( Car ) Qualifications Bachelor’s degree in engineering or technical field or business admin preferred Minimum 3 years’ experience in home-appliance or similar roles in technical service operations Minimum 2 years in Supervisor / Team Leader role Technical certifications are a strong plus Language: English: Required Kurdish: Required Arabic: Required Strong computer & service software proficiency