Assistant Manager

Job Summary

The Assistant Manager will be responsible for managing laptop refurbishment operations, technical teams, quality, productivity, TAT, inventory and customer escalations. The role will ensure that all devices are repaired, tested and refurbished as per defined quality standards.

Role & responsibilities

• Manage day-to-day laptop refurbishment and repair operations.
• Lead and manage L1, L2 and L3 technical teams.
• Allocate work and monitor daily team productivity.
• Ensure repair and refurbishment TAT is achieved.
• Monitor diagnosis, repair, testing and final QC of laptops.
• Handle technical escalations and provide support to engineers.
• Monitor repeat failures and identify the root cause.
• Ensure proper testing of hardware, BIOS, OS, drivers and components.
• Coordinate with warehouse and inventory teams for laptops and spare parts.
• Monitor spare-part consumption and availability.
• Maintain accurate records of received, repaired, QC and dispatched devices.
• Coordinate with vendors, OEMs and service partners.
• Prepare daily, weekly and monthly MIS reports.
• Monitor SLA, productivity, quality and pending/aging devices.
• Conduct team training and identify skill gaps.
• Ensure compliance with company SOPs and quality standards.
• Support audits, stock verification and process improvement activities.
• Handle customer and internal stakeholder escalations.
• Identify opportunities to improve productivity, quality and operational efficiency.

Technical Skills

• Good knowledge of laptop and desktop hardware.
• Experience in laptop troubleshooting and repair.
• Knowledge of Dell, HP, Lenovo, Acer and other major brands.
• Knowledge of RAM, SSD/HDD, motherboard, display, battery, keyboard and other components.
• Knowledge of BIOS/UEFI and hardware diagnostics.
• Good knowledge of Windows installation and troubleshooting.
• Knowledge of laptop refurbishment and grading processes.
• Basic knowledge of motherboard/chip-level repair will be an added advantage.
• Good knowledge of MS Excel and MIS reporting.