1. Operations Management
- Manage day-to-day service centre operations, including repair and warranty services.
- Ensure timely diagnosis, repair, and maintenance of electronic products (computers, mobile devices, Tablet, smart watch etc.).
- Monitor and control operations to achieve targeted turnaround time, productivity, quality, and safety standards.
- Update and improve operational systems, processes, and best practices to ensure organizational efficiency.
- Plan and ensure adequate equipment, tools, and storage capacity for parts and goods.
- Collaborate with the Retail Operations Manager on operational and resource planning.
2. Team Leadership & Workforce Management
- Manage and supervise a team of sales , technicians, and subcontractors.
- Recruit, train, assign tasks, and monitor staff performance.
- Conduct performance appraisals and provide coaching to improve team productivity.
- Generate a positive working environment that develops a high-performing and motivated workforce.
- Ensure compliance with safety procedures and technical standards.
3. Financial & Business Management
- Take full P&L responsibility for the service centre and drive profitable growth.
- Monitor service revenue, operational expenses, and overall profitability.
- Ensure achievement of KPIs set by management and customers.
- Generate detailed reports and presentation materials for customers and senior management.
4. Customer & Stakeholder Management
- Establish and maintain strong relationships with customers and subcontractors.
- Handle customer inquiries, complaints, and escalations professionally.
- Ensure clear communication regarding repair status, pricing, and timelines.
- Maintain high levels of customer satisfaction and service excellence.
5. Technical & Quality Oversight
- Provide technical guidance and troubleshooting support to technicians.
- Ensure compliance with manufacturer guidelines and warranty policies.
- Stay updated with the latest electronic technologies and repair methodologies.
- Implement and monitor quality control procedures.
- Ensure proper documentation and accurate service records are maintained.
6. Inventory & Resource Management
- Monitor spare parts inventory and coordinate procurement.
- Ensure proper stock control and minimize waste or losses.
- Plan adequate storage and logistics flow for parts and goods
7. Compliance & Safety
- Ensure regulatory and company policy compliance.
- Maintain workplace health and safety standards.
- Monitor subcontractor compliance with company service and quality requirements.
