Technical Supervisor

Key Responsibilities

Technical Operations & Supervision

· Supervise the daily activities and performance of technicians and technical staff.

· Assign and monitor repair jobs based on workload, technician capability, and priority.

· Ensure repairs are completed accurately and within established turnaround time (TAT).

· Monitor repair quality and ensure proper diagnostic and repair procedures are followed.

· Provide technical support and guidance for complex repair cases.

· Escalate unresolved or critical technical issues to the appropriate team.

Troubleshooting & Repair Quality

· Diagnose and assist in resolving hardware and software-related issues involving smartphones and other consumer electronic devices.

· Review repair cases and identify recurring technical problems or repair errors.

· Ensure proper use of diagnostic tools, repair equipment, and technical procedures.

· Conduct quality checks on completed repairs before units are released.

· Implement corrective actions for recurring technical and quality issues.

· Ensure repaired units meet established technical and quality standards.

Team Leadership & Development

· Coach, guide, and develop technicians to improve technical knowledge and repair capabilities.

· Monitor individual and team performance and provide regular feedback.

· Identify training needs and recommend appropriate technical training programs.

· Conduct technical coaching, knowledge-sharing sessions, and refresher training.

· Promote proper work discipline, safety, and compliance within the technical team.

Service Center KPIs & Performance Monitoring

· Monitor key technical and service KPIs, including:

o Turnaround Time (TAT)

o First-Time Fix Rate

o Repeat Repair Rate

o Repair Productivity

o Repair Quality

o Pending/Backlog Cases

o Warranty Compliance

o Customer Satisfaction

· Analyze technical performance and identify areas for improvement.

· Prepare regular technical performance reports and provide recommendations to management.

· Implement action plans to address performance gaps.

Warranty & Parts Coordination

· Ensure repairs are processed in accordance with warranty policies and technical guidelines.

· Validate warranty-related technical concerns and escalate exceptions when necessary.

· Coordinate with Parts/Inventory teams to ensure availability of required replacement parts.

· Monitor proper handling and usage of spare parts.

· Ensure defective parts and replaced components are properly documented and handled according to company procedures.

Customer & Service Escalations

· Support the resolution of escalated technical customer concerns.

· Provide technical explanations and recommendations for complex cases.

· Coordinate with Customer Service and Aftersales teams to ensure timely resolution.

· Assist in investigating recurring customer complaints and product issues.

Reporting & Process Improvement

· Maintain accurate records of repairs, technical issues, parts usage, and service performance.

· Prepare technical reports and updates for management.

· Identify opportunities to improve repair processes, service quality, and technician productivity.

· Recommend process improvements and corrective/preventive actions.

· Support technical readiness for new product launches and new product training.

Safety & Compliance

· Ensure technicians follow proper safety procedures when handling tools, equipment, batteries, and electronic devices.

· Ensure proper use and maintenance of technical equipment and workstations.

· Maintain a clean, organized, and safe technical work area.

· Report equipment defects, safety concerns, and other operational risks promptly.

Qualifications

· Bachelor’s degree with a technical diploma in Electronics Engineering, Electronics Technology, Electrical Engineering, Information Technology, or a related field.

· At least 3–5 years of experience in technical service, repair operations, aftersales, or consumer electronics.

· At least 1–2 years of supervisory or team leadership experience.

· Strong technical knowledge of smartphones, mobile devices, electronics hardware, software, and troubleshooting.

· Experience in service centers, repair centers, technical support, or aftersales operations is highly preferred.

· Knowledge of repair processes, diagnostic procedures, warranty operations, and spare parts management.

· Strong problem-solving and analytical skills.

· Good communication and people management skills.

· Proficient in Microsoft Office, particularly Excel and PowerPoint.

· Willing to work in a fast-paced service environment and handle technical escalations.

Preferred Background

· Experience in mobile phones, consumer electronics, telecommunications, appliances, or related industries.

· Experience managing technicians or service center technical teams.

· Familiarity with smartphone repair, diagnostics, firmware/software troubleshooting, and hardware replacement.

· Experience monitoring service center KPIs such as TAT, First-Time Fix Rate, Repeat Repair Rate, and repair productivity.

· Experience supporting new product launches and technical training is an advantage.

Key Competencies

· Technical Troubleshooting & Diagnostics

· Smartphone & Electronics Repair

· Technical Team Supervision

· Repair Quality Management

· Service Center Operations

· Warranty & Parts Management

· KPI Monitoring & Reporting

· Coaching & Technical Training

· Problem-Solving

· Process Improvement

· Customer Escalation Management

· Communication & Stakeholder Management

· Safety & Compliance

Accountability & Attention to Detail