Job Description

General Purpose: By means of competent management and leadership, provide customer focused services delivered with operational excellence, and to ensure Area level implementation of MEA/Middle and Near East (MNE) Care strategies and policies. Main Responsibility Areas: - Understanding local market, and competitor care programmes in particular. - Maintaining regular communication with local Area Sales and MNE Care team. - Responsible for service network set-up in the area. - Close management of service partners on a day to day basis. - Providing full support and training for service partners. - Responsible for quality assurance of the service network in respective Area. - Careful handling of customer complaints. - Ensuring the efficient use of resources. - Profit and loss management of care budget of respective Area. - Warranty cost control in cooperation with the Care Validation Center. Efficient control of all DOA and DAP stock. - Providing full visibility to both Area level and Middle and Near East (MNE) level management. - Providing required product and technical feedback to MNE FBU. Scope: Works both individually and as part of an extended team: Operates in concert with Area Sales and MNE Care team. Can analyse, develop and implement concepts and solutions, as a subject matter expert. Distills big picture. Makes decisions about, and prioritises, own work. Implements policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, & development of policies, plans, programs. Develops appropriate solutions. Key Tasks: - Developing and implementing Global and Sales Area Customer Care strategies & policies. - Ensuring the efficient and cost-effective day-to-day running of Nokia after sales activities through accurate planning and optimum supplier management. - Managing Nokia's relationship with the end-user community and with local trade customers on after sales issues. - Ensuring the effective feedback of information relating to the field performance of Nokia products.