Service Center Manager

Responsible for overseeing the repair and maintenance of a wide range of electronic products, ensuring high levels of customer satisfaction, managing a team of technicians and support staff, and optimizing service delivery processes for efficiency and profitability.

Key Responsibilities:

1. Operational Management & Efficiency: * Oversee the day-to-day operations of the service centre, ensuring smooth workflow and efficient turnaround times for repairs. * Implement and monitor key performance indicators (KPIs) such as repair turnaround time (TAT), first-time fix rate (FTFR), customer satisfaction (CSAT), and service centre profitability. * Optimize resource allocation (staff, tools, parts) to meet service demand and operational targets. * Manage inventory of spare parts, ensuring optimal stock levels, accurate tracking, and timely ordering to prevent delays. * Ensure all repairs are conducted in accordance with manufacturer specifications, quality standards, and safety guidelines. * Implement and maintain robust quality control procedures for all repairs. * Identify and implement process improvements to enhance efficiency, reduce costs, and improve service delivery. * Oversee the scheduling of repairs, walk-ins, and appointments to manage customer flow effectively.

2. Customer Service & Satisfaction: * Ensure exceptional customer service is provided at all touchpoints, from initial contact to resolution. * Handle escalated customer complaints and issues, providing timely and effective solutions. * Implement strategies to continuously improve customer satisfaction scores and build customer loyalty. * Monitor customer feedback channels and take proactive measures to address areas for improvement. * Ensure clear and consistent communication with customers regarding repair status, costs, and timelines.

3. Team Leadership & Development: * Recruit, train, mentor, and develop a high-performing team of service technicians, customer service representatives, and administrative staff. * Conduct performance reviews, set goals, and provide regular feedback to team members. * Foster a positive, collaborative, and results-driven work environment. * Develop and implement training programs to keep technicians updated on new products, technologies, and repair techniques. * Manage staff scheduling, attendance, and adherence to company policies.

4. Financial Management: * Manage the service centre budget, ensuring adherence to financial targets. * Monitor and control operational expenses, including labor, parts, and overheads. * Identify opportunities to increase revenue through value-added services, extended warranties, or accessory sales. * Prepare and analyze financial reports related to service centre performance.

5. Compliance & Reporting: * Ensure compliance with all company policies, procedures, and relevant industry regulations. * Maintain accurate records of repairs, customer interactions, and inventory. * Prepare regular reports on service centre performance, including operational KPIs, financial results, and customer satisfaction metrics, for senior management. * Ensure all health and safety regulations are adhered to within the service centre.

6. Technical Expertise & Product Knowledge: * Maintain a strong understanding of the consumer electronics product range serviced, including common issues and repair methodologies. * Stay updated on industry trends, new technologies, and competitor activities. * Provide technical guidance and support to the service team as needed.

Qualifications:

• Education: Bachelor's degree in Business Administration, Electronics Engineering, or a related field. Equivalent practical experience may be considered.
• Experience:
• Minimum of [e.g., 5-7] years of experience in a service-oriented role within the consumer electronics or related industry.
• Proven experience in a leadership or management role, with at least [e.g., 2-3] years managing a team of technicians.
• Strong technical background in consumer electronics repair is highly desirable.
• Skills:
• Excellent leadership, team management, and motivational skills.
• Strong customer service orientation with a proven ability to resolve complex issues.
• Exceptional organizational and time management abilities.
• Proficiency in service management software, CRM systems, and Microsoft Office Suite.
• Solid understanding of inventory management principles.
• Financial acumen and experience with budget management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities effectively.
• A keen eye for detail and a commitment to quality.

Working Conditions:

• Typically an office and workshop environment.
• May require occasional extended hours to meet deadlines or address urgent issues.
• May involve some physical activity, such as lifting or moving electronic equipment.