Center Operations Manager

Role:

The Service Center Operations Manager will be responsible for managing the day-to-day operations, service quality, team performance, customer satisfaction, and business growth of the service center.

Key Responsibilities:

• Manage daily service center operations and ensure smooth workflow.
• Monitor device inward, diagnosis, repair, QC, and delivery processes.
• Allocate jobs to technicians and ensure timely completion.
• Set and monitor daily/monthly service targets for the team.
• Ensure proper coordination between front desk, technicians, customers, and management.
• Monitor repair quality and ensure proper QC before delivery.
• Handle customer complaints, escalations, and service-related issues.
• Ensure accurate job-sheet, inventory, spare-parts, and payment records.
• Monitor spare-part usage and coordinate with the purchase/stock team.
• Reduce pending jobs, delays, repeat repairs, and customer complaints.
• Ensure technicians follow proper repair procedures and company policies.
• Conduct regular team meetings and review individual performance.
• Train and guide staff to improve productivity and service quality.
• Monitor customer feedback, Google reviews, and service ratings.
• Identify opportunities to increase service revenue, spare-parts sales, and customer retention.
• Coordinate with management to implement new processes and improve profitability.
• Ensure cleanliness, discipline, safety, and professional standards at the service center.
• Prepare daily/weekly/monthly operational reports for management.
• Take responsibility for achieving service center operational and business targets.