Manager Service Center
channels by stc
Total years of experience :21 years, 3 Months
Job Responsibilities
• Manage service center infrastructure setup and service agreements, including building, reviewing, optimizing, monitoring, and implementing the agreement requirements.
• Maintain ongoing evaluation, refinement, and adjustment based on the service targets and evolving needs.
• Develop the rollout solution for the new service location based on the business plan and quickly incubate capabilities by providing training course design and training verification before rollout, and process construction after rollout.
• Monitoring and tracking human resource delivery and acceptance, ensuring that the overall service quality of the new site meets the requirements.
• Spare parts ordering/pricing/ Barcode System Implementation and printing and overseeing inventory control and replenishment to ensure adequate spare part stock levels for repair and maintenance.
• Manage complete ERP module of Inventory, Purchase, Retail, Contacts, Employees, and Device Repair.
• Request regular amendments as per business requirements in POS and Device Repair Modules
• Designing service order requests and invoice formats in the system based on business needs.
• Conduct regular audits of spare parts inventory to identify discrepancies, address any issues, and verify that physical stock matches the recorded levels.
• Manage the service center team, and implement and optimize service center processes and procedures to improve eficiency, reduce costs, and maximize productivity.
• Maintain and enhance customer satisfaction levels by ensuring timely and efective resolution of customer issues and inquiries
• Communicate with suppliers to troubleshoot technical glitches, warranty, and spare parts-related matters
• Supervise and train junior repair technicians on hardware and application level.
• Lead the Service Centre team, giving direction and ensuring that they are performing with a strong customer-orientated mindset.
• Accountable for the Service Centre's operational results, and responsible for monitoring and achieving financial targets
• Identify and manage high-quality sub-suppliers for supply of services and outsourcing.
• Implement and follow up on relevant KPIs to measure and improve the performance of the Service Center.
• Identify and manage performance issues within the Service Centre, appropriately and quickly.
• Support PRO activities in direct relation to the service center operations and employees.
• Accountable for establishing and maintaining close relationships with local sponsors/partners.
• Conduct technician reviews, including competence profiles and skills matrices.
• Responsible for collaboration and networking within the region and periodic reporting of necessary data/information.
Job Responsibilities
Manage the overall construction of an ESD Service Center as per the design Business plan.
Identify the specific ESD requirements for the workshop based on size and develop a comprehensive list of all the tools and equipment needed for ESD workstations.
Doing vendor research, budget planning, order placement, ensuring compliance with standards, and Coordinating shipping and logistics.
Installation of workbenches, tables, flooring, and other infrastructure elements.
Arrange Training programs, maintain proper documentation and record-keeping,
Arrange testing and Validation of Tools functionality, Emergency Response Planning/ Regular Maintenance, and continuous improvement.
Hiring of Technician/Perform technical Assessment to evaluate candidates' practical skills and define the job role and responsibilities for the technicians.
Operation Job Responsibilities
Develop Maintenance procedures and ensure implementation
Plan repair and installation activities
Allocate workload supervise team and provide technical support
Manage relationships with local suppliers and continuous follow-up of services and complaints.
Inquiring and negotiating quotations on spare parts with different vendors.
Maintain daily activities log, keep track, and activity report.
Follow up with brands for technical escalation/warranty upgrade and parts availability.
Follow up with the delivery from a supplier and ensure receiving parts in time.
Suggest solutions for process improvement
Preparing LPO for suppliers and maintaining ETA updates.
Ensure closing of job card within TAT frame.
Generate weekly pending job details and implement action.
Follow-up with CSR to ensure the customer is updated about job status/parts ETA...
Maintain the proper flow of jobs from start to end within the TAT frame
Technical Job Responsibilities
Perform Hardware and software repair of all brands of mobiles and tablets
Perform hardware and software repair of different brands of laptops/printers and IT accessories.
Perform hardware repair of Acer/Optoma/Epson/Sony projectors
Perform hardware and software repair of SONY gaming and audio gadgets.
Assembling and troubleshooting gaming Arcades., Gaming LCD monitors, and Nintendo. And VR.
Troubleshooting and firmware upgrade of Huawei watches, Earbuds, Fitbeats, and other IT gadgets.
Technical Support Engineer 02-Aug-2007 to 16-july-2012.
Job Responsibilities
Providing frontline technical support for all electronic products/accessories related problems for Alghanim customers in the showroom by providing first-level troubleshooting
Excellent customer care, communication, and problem-solving skills
Dealing daily with walk-in and phone customers and providing them with technical support and guidelines
Proficient in Operation/Installation and recovery of Microsoft Windows and Mac and Printers with various laptops and desktops.
Specialized in troubleshooting technical issues for all brands of mobiles laptops, desktops, printers, Mac books, Projectors, Gaming devices, and accessories.
Troubleshooting faults on inkjet and laser printers of Epson, Canon, and HP make
Providing customers with technical and operation support on electronic products like data shows, mobile/smartphones, gaming zones, and audio devices.
Explaining to customers about the operation of all small houseware products and safety issues.
Tracking, updating, and closing of logged job cards within the given period and making replacements of products based on technical issues as per Alghanim policy.
Taking initiative in determining issues, and root causes and proposing solutions to carry out work more efficiently
Demonstrating good teamwork within a team by sharing information and resolving technical issues.
Job Responsibilities
Carryout level-3 repair of Nokia mobile phones
Experience in fault logging software such as Jawalcare, tracking the history of jobs Logged in, performing maintenance, and processing it within a given time limit
Carefully monitor the processed job and give further instruction to the back office to log The job, within a specified time frame
Monitoring and keeping track of the latest released software, service manuals, and service Bulletin from the Nokia online site
Coordinating with regional repair factory on a daily basis by phone or giving personal visits If required
Maintaining all records of mobile phones sent/received, rejected/replaced from Regional Repair Factory
Attending regular training held in the Regional Repair Factory about Nokia terms and policies and discussing it with the team members
Maintaining all quality assurance activities, spare parts records and ESD requirements as per Nokia's recommended standards
Maintaining a clear record of daily work done and filling it in an organized way.
Job Responsibilities
Carryout level-3 repair of Nokia mobile phones and level-1 repair of MP3 players.
Component-level troubleshooting based on schematic circuit diagrams and modifying
Electronic circuit diagrams as per Nokia service bulletin.
Expert with the operation of Spectrum Analyzer, Oscilloscope, Signal Generator, GSM Tester, and Micro BGA Machine
Troubleshooting software-based faults using Nokia-recommended Wintesla and Phoenix software.
Installation of firmware and its MCU & and DLL files
Familiar to use FPS-4, FPS-8, FPS-12 flash prommers
Placing order of spare parts with part numbers and arranging them as per Nokia's recommended standard
Maintaining all Nokia recommended ESD precautions on the workstation
Updating customer about the status of the job on the phone, giving cost estimation if
Necessary and assuring him of quality work
Dealing with FCC and Itsalat companies for technical assistance of Nokia mobiles and coordinating with Regional Service Factory daily.
Communicating with Repair Factory to inquire about any technical updates for issues related to Customers.
Job Responsibilities
Component-level troubleshooting of all faulty EPBT (electronic push button telephone) covered under warranty of the company
Traveling different states in the south India region and completing the job within a specified period
Communicating with the owner company and updating about the work daily by
Phone & email
Making firm relations with sub-divisional officers of stores for the benefit of the company so that no remarks are assigned for the product