Service Center In-Charge (Smartphone-After Sales Service)

Manage the day-to-day smartphone/mobile operations of the service center.

Lead, mentor, and monitor service engineers and customer service team.

Ensure achievement of repair TAT, productivity, quality, and customer satisfaction KPIs.

Align with Head of Operations to improve customer services and customer satisfaction.

Handle customer escalations and drive service excellence.

Manage spare parts inventory and warranty claim processes.

Monitor service center revenue, expenses, and profitability.

Prepare operational reports and coordinate with headquarters on technical and warranty matters.

Ensure documentation and reporting in ERP systems for tracking and visibility.

Ensure compliance with SOPs, quality standards and workplace safety requirements.

Drive continuous improvement initiatives to enhance service efficiency.

Support new product launches and technical updates.

Achieve positive KPI scores, such as Customer Satisfaction (CSAT), Repair Turnaround Time (TAT) and Quality Audit Score.

Diploma/ Bachelor's degree in Engineering, Business Administration, or a related discipline.

Minimum 2-3 years of experience in a leadership or supervisory role and experienced in smartphone after-sales service operations.

Strong leadership, planning, and decision-making skills.

Excellent communication and stakeholder management abilities.

Proficiency in Microsoft Excel and ERP systems.

Ability to work in a fast-paced, KPI-driven environment.