Job Position – Centre Manager (Mobile Service Centre)

Location – Bangalore

Experience – 7– 10 years

Salary – 6-7 LPA CTC

No. of opening - 4

Job Summary:

The Mobile Service Canter Manager is responsible for managing the operations, staff, and services of a mobile phone repair and maintenance centre. The role involves overseeing customer service, coordinating with technical teams, managing inventory, and ensuring compliance with company policies. The manager ensures high service quality, customer satisfaction, and profitability of the service centre.

Key Responsibilities:

1. Daily Operations Management:

• Oversee the day-to-day operations of the service centre.
• Ensure that the service centre is clean, organized, and functional.
• Maintain operational efficiency and streamline processes to reduce repair turnaround times.

1. Customer Service:

• Ensure customer satisfaction by resolving complaints and issues quickly and effectively.
• Monitor customer feedback and take action to improve services.
• Provide information on service centre policies, warranties, and repair timelines.

1. Team Leadership & Supervision:

• Recruit, train, and manage a team of service technicians and customer service representatives.
• Schedule staff shifts and assign tasks to ensure coverage and workload balance.
• Monitor and evaluate employee performance, providing coaching and feedback when necessary.

1. Technical Oversight:

• Supervise diagnostic, repair, and maintenance activities to ensure high-quality service.
• Work with the technical team to troubleshoot complex repair issues and ensure accurate diagnoses.
• Stay updated on the latest mobile device technologies and repair techniques.

Hardware Repairs: This involves fixing or replacing damaged physical components, such as screens, charging ports, batteries, cameras, and speakers. This is handled by technicians trained in hardware troubleshooting.

Software Repairs: Includes tasks like reinstalling operating systems, resolving app crashes, updating firmware, and virus/malware removal.

Diagnostics Equipment: The team uses specialized diagnostic tools and software to assess device issues (e.g., must meters for hardware checks, software for system tests).

1. Inventory & Resource Management:

• Manage spare parts inventory and ensure sufficient stock levels for repairs.
• Maintain relationships with suppliers and negotiate pricing for parts and equipment.
• Monitor and control service center expenses, ensuring budget compliance.

1. Compliance & Reporting:

• Ensure adherence to health, safety, and company policies.
• Prepare and submit operational reports to senior management, including revenue, repair statistics, and customer feedback.
• Maintain records of repair jobs, parts used, and customer transactions.

1. Business Development:

• Identify opportunities to grow service center revenue by offering additional services or promoting existing ones.
• Work with the marketing team to create awareness of the service center’s offerings.
• Develop relationships with key customers and partners.
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Qualifications:

• Education: Bachelor’s/Diploma degree in business management, electronics, or a related field (preferred but not always required).
• Experience: Proven experience in managing a service center, preferably in the mobile device or electronics industry.
• Technical Skills: Knowledge of mobile phone repair processes, diagnostics tools, and software. Ability to understand technical reports and solutions.
• Leadership Skills: Strong team management, problem-solving, and decision-making skills.
• Customer Service: Excellent interpersonal and communication skills. Ability to handle customer complaints and provide solutions.
• Financial Management: Experience managing budgets, inventory, and resources.

Key Competencies:

• Strong organizational skills.
• Ability to work under pressure with high foot fall.
• Ability to adapt to changing technologies and business environments.