Assistant Manager-Service

Job Description

Assistant Manager – MRO (Maintenance, Repair Overhaul)

Position Title

Assistant Manager – MRO

Department

Service / MRO Operations

Reporting To

MRO Manager / Operations Head

Role Purpose

To manage end-to-end MRO operations including repair execution, RMA handling, quality control, TAT adherence, spare parts management, and team supervision while ensuring SLA compliance, customer satisfaction, and service revenue optimization.

Key Responsibilities

1⃣ MRO Operations Management

• Oversee daily repair activities and ensure adherence to defined TAT and SLA.
• Monitor RMA inflow, repair queue, and dispatch status.
• Ensure proper diagnosis, troubleshooting, and quality validation of repaired units.
• Drive First Time Fix Rate (FTFR) and reduce repeat failures.
  
  

2⃣ KPI Performance Monitoring

• Track and analyse KPIs such as:
• MTTR (Mean Time to Repair)
• Repair Yield %
• Repeat Failure Rate
• Cost per Repair
• SLA Compliance %
• Prepare daily/weekly/monthly MIS reports.
• Identify trends and initiate corrective actions.
  

3⃣ Quality Compliance

• Ensure adherence to quality standards and repair SOPs.
• Conduct Root Cause Analysis (RCA) and implement CAPA.
• Maintain proper repair documentation and traceability.
• Ensure ESD and safety compliance.
  
  

4⃣ Spare Parts Inventory Control

• Monitor spare parts consumption and availability.
• Coordinate with SCM for critical spares planning.
• Track slow-moving and obsolete inventory.
• Control repair cost through effective material utilization.
  
  

5⃣ Customer Commercial Coordination

• Handle technical escalations and customer queries.
• Provide failure analysis reports to customers/OEM.
• Support warranty claims and service billing documentation.
• Participate in service review meetings.
  
  

6⃣ Team Management

• Supervise and allocate work to technicians.
• Maintain skill matrix and drive cross-training.
• Monitor productivity and repair efficiency.
• Ensure discipline and process adherence.
  
  

System Digital Responsibilities

• Use ERP/SAP for RMA, material movement, and reporting.
• Prepare data-driven performance dashboards (Excel/Power BI preferred).
• Support process automation and digital initiatives.
  
  

Required Skillsratio

Technical Skills

• PCB-level troubleshooting
• Failure analysis RCA
• Testing tools handling
• Understanding of warranty repair process
  
  

Operational Skills

• TAT SLA management
• Inventory spare parts planning
• KPI-driven management
  
  

Behavioral Skills

• Strong analytical mindset
• Team handling ability
• Good communication skills
• Problem-solving under pressure
  
  

Preferred Skills (Added Advantage)

• SAP/ERP knowledge
• Power BI / Advanced Excel
• Experience in fintech hardware / ATM / POS / Battery pack / EMS sector
  
  

Qualifications

Qualification

• Diploma / BE / B.Tech in Electronics / Electrical / Instrumentation or related field.
• 5–8 years of experience in MRO / Service Opens / EMS environment.
• Experience in handling electronics repair operations preferred.