Service Centre Business Manager – Consumer Electronic Products

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.