Oversee the daily operations of the after-sales service center, including customer service, technicians, and front desk.
Ensure service KPIs are achieved (turnaround time, repair quality, customer satisfaction, first-fix rate).
Plan and assign repair jobs efficiently to avoid backlog and ensure smooth workflow.
Handle customer escalations and provide effective solutions.
Train, coach, and improve the performance of service staff and technicians.
Coordinate with HQ, principals, and vendors regarding spare parts, technical guidelines, and service policies.
Manage spare parts inventory accuracy and ensure timely replenishment.
Review and approve repair reports, warranty claims, replacement cases, and billing processes.
Drive process improvement and implement SOP enhancements to increase service center efficiency.
Prepare monthly operational reports for management review.
Requirements
Minimum 3 years of experience managing an after-sales or technical service center (Mobile / Electronics / IT / Consumer Products preferred).
Strong understanding of service operations, repair workflow, SLA, and parts management.
Excellent leadership, communication, and problem-solving skills.
Able to handle customer escalations professionally.
Strong team management and staff coaching experience.
Proficient in MS Office, reporting, and service management systems.
Able to work in a fast-paced and high-volume environment.
Job Type: Full-time
Pay: $3,000.00 - $3,800.00 per month
Experience:
Service Center Management: 3 years (Required)
Team management: 3 years (Required)
Work Location: In person
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