Service Center Operations Manager

We are seeking an experienced and highly organized Service Center Operations Manager to lead the aftersales support operations of our service center. The successful candidate will be responsible for driving operational efficiency technical service excellence and an outstanding customer experience across all postsale service touchpoints.

You will oversee repair and maintenance services for a wide range of consumer electronics and home appliances ensure prompt turnaround times and guarantee compliance with servicelevel agreements (SLAs) warranty standards and health & safety protocols. This role demands a proactive leader with a strong technical foundation deep understanding of customer service operations and proven ability to manage teams and service center resources.

Key Responsibilities:

1. Service Center Operations Management

• Oversee the endtoend operations of the service center including frontdesk operations diagnostics repairs parts management quality control and customer followup.
  
• Develop and implement standard operating procedures (SOPs) for all service functions to ensure consistency efficiency and compliance.
  
• Monitor service ticket flow from intake to closure using service management software or CRM tools.
  
• Ensure that all service orders are completed within agreed SLAs and quality standards.
  

2. Technical & Quality Oversight

• Ensure accurate and timely technical diagnosis and repairs for consumer electronics (TVs audio systems etc. and home appliances (refrigerators microwaves cookers etc..
  
• Conduct periodic quality audits on repairs to ensure minimal repeat rates and maximum firsttime fix rates.
  
• Work closely with engineering and product teams to stay uptodate with new products and provide feedback on recurring technical issues or design flaws.
  

3. Team Leadership & Performance Management

• Lead and manage a crossfunctional team comprising repair technicians customer service agents field engineers and support staff.
  
• Define individual and team KPIs and monitor performance against targets.
  
• Foster a culture of accountability continuous improvement and customerfirst service.
  

4. Spare Parts & Inventory Management

• Collaborate with procurement/logistics teams to ensure optimal availability of genuine spare parts and service tools.
  
• Maintain accurate records of part usage wastage and inventory turnover.
  
• Prevent stockouts and pilferage through regular audits and system controls.
  

5. Warranty & Claims Administration

• Handle all warranty cases in accordance with internal policies and company guidelines.
  
• Process and track warranty reimbursements from suppliers or partners.
  
• Maintain accurate records of repairs covered under warranty vs. paid repairs.
  

6. Customer Experience & Satisfaction

• Supervise customer interactions across all service channels (walkin calls emails online) and ensure professionalism empathy and timely resolution.
  
• Set up mechanisms to capture customer feedback and implement corrective actions where necessary.
  
• Handle escalated customer complaints and disputes with diplomacy and effectiveness.
  

7. Reporting & Strategic Insights

• TAT (Turnaround Time)
  
• FTFR (FirstTime Fix Rate)
  
• Repeat repairs
  
• Customer satisfaction scores (NPS/CSAT)
  
• Parts usage & costs
  
• Use data to drive decisionmaking and improve performance across the board.
  

8. Compliance Safety & Regulatory Adherence

• Ensure all service operations comply with safety quality and environmental standards.
  
• Keep up to date with industry trends regulatory changes and service guidelines.
  
• Lead internal audits and readiness for any brand or regulatory inspections.
  

9. Training & Capacity Building

• Identify skill gaps and training needs for both technical and nontechnical staff.
  
• Organize regular training programs in collaboration with product specialists and OEM partners.
  
• Build a technical knowledge base and service manual library for team reference.
  

Requirements