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Job Overview The Technical Area Service Supervisor is responsible for overseeing daily technical service operations in all north area Erbil, Zakho, Duhok, Sulaymaniyah, Mosul and Kirkuk area cities branches, ensuring service quality, operational efficiency, and customer satisfaction in line with global home-appliance service standards This role bridges technicians, spare parts, and service management, ensuring repairs are completed correctly, on time, and according to company KPIs and SLAs. 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