Service Center Technical Supervisor

The Service Center Technical Supervisor is responsible for overseeing the technical operations of the service center, ensuring the efficient diagnosis, repair, testing, and maintenance of consumer electronics and gadgets. The role supervises technicians, monitors repair quality and turnaround time, manages technical escalations, and ensures compliance with warranty policies, service standards, and manufacturer guidelines. The position also coordinates with Customer Service, Parts and Inventory, suppliers, and brand principals to deliver reliable after-sales service and customer satisfaction.

Key Responsibilities

• Supervise the daily technical operations of the service center, ensuring timely and quality repair of consumer electronics, gadgets, and related products.
• Oversee the diagnosis, troubleshooting, repair, testing, and quality inspection of defective or malfunctioning units.
• Provide technical guidance and assistance to technicians handling complex repairs and escalated service cases.
• Assign repair jobs, monitor workload distribution, and ensure technicians meet established turnaround time and productivity targets.
• Ensure repairs are performed according to manufacturer guidelines, technical procedures, warranty policies, and quality standards.
• Monitor repair quality, repeat repair rates, unresolved cases, and customer complaints to identify areas for improvement.
• Conduct quality checks on completed repairs to ensure products are fully functional and meet required service standards before release.
• Coordinate with Customer Service regarding repair status, technical findings, warranty concerns, and escalated customer cases.
• Work with Parts and Inventory personnel to ensure the availability of spare parts, tools, testing equipment, and other technical requirements.
• Coordinate with suppliers, manufacturers, and brand principals regarding technical issues, warranty claims, product defects, and repair procedures.
• Maintain accurate records of repair activities, service reports, technical findings, parts usage, and technician productivity.
• Monitor service center equipment and tools to ensure they are properly maintained, calibrated when necessary, and safe to use.
• Ensure proper handling, storage, and security of customer-owned products and units received for repair.
• Investigate recurring product defects, technical issues, and repair failures and recommend corrective and preventive actions.
• Train and coach technicians on product knowledge, repair procedures, troubleshooting techniques, and updated technical standards.
• Monitor compliance with service center policies, workplace safety procedures, and proper handling of electronic components.
• Prepare regular reports on repair volume, turnaround time, pending cases, repair quality, warranty performance, and team productivity.
• Recommend improvements to technical processes, repair procedures, and service center operations.
• Support management in implementing service quality initiatives and achieving customer satisfaction targets.

Benefits:

• Company Christmas gift
• Company events
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person