Key Responsibilities1. Operations & QualityWorkflow Optimization: Manage the service floor schedule to ensure jobs (like PCB repairs or product servicing) are completed on time.Quality Control: Monitor the quality of work performed and ensure compliance with safety and industry standards (e.g., IPC standards for electronics).Inventory Management: Oversee the availability of spare parts, components, and tools required for service operations.2. Team LeadershipSupervision: Lead and mentor a team of technicians and service advisors.Training: Organize regular training on new hardware, software updates, or customer service etiquette.Performance Reviews: Set and track KPIs for individual team members.3. Customer & Relationship ManagementEscalation Handling: Resolve complex or high-priority customer complaints that the front-line staff cannot handle.Warranty Management: Oversee the processing of warranty claims and defect ratio analysis.SLA Compliance: Ensure the team meets Service Level Agreements (e.g., all repairs must be finished within 48 hours). Required SkillsTechnical Breadth: A strong understanding of the products being serviced (e.g., schematics, electronic troubleshooting, or firmware).Soft Skills: High emotional intelligence to deal with frustrated customers and manage a technical team.Financial Acumen: Ability to manage a department budget, track revenue from out-of-warranty services, and reduce operational costs.Analytical Thinking: Ability to read Service Dashboards to identify bottlenecks (like high Repeat Repair Rates).