Operation Manager

Job Summary

We are seeking an experienced Operations Manager to oversee the daily operations of an Authorized Laptop Service Centre. The role involves managing service delivery, customer satisfaction, technician performance, spare parts inventory, OEM compliance, and profitability while ensuring adherence to service level agreements (SLAs) and quality standards.

Key Responsibilities

Service Centre Operations

• Manage end-to-end service centre operations for laptop repairs and support.
• Ensure timely diagnosis, repair, and delivery of customer devices.
• Monitor daily, weekly, and monthly service performance metrics.
• Drive operational efficiency and continuous process improvement.

Team Management

• Lead and supervise service engineers, field engineers, customer support executives, and store personnel.
• Conduct regular performance reviews and technical training sessions.
• Ensure optimum resource allocation and workforce planning.
• Foster a customer-centric and high-performance work culture.

Customer Experience

• Ensure high levels of customer satisfaction and service quality.
• Handle customer escalations and resolve critical issues promptly.
• Monitor turnaround time (TAT) and customer feedback scores.
• Implement measures to improve customer retention and service ratings.

OEM & SLA Compliance

• Ensure compliance with OEM standards, policies, and service procedures.
• Monitor SLA adherence and warranty repair commitments.
• Coordinate with OEM support teams for approvals, escalations, and audits.
• Prepare reports required by OEM partners and management.

Inventory & Spare Parts Management

• Manage inventory of spare parts and consumables.
• Ensure availability of critical spares while minimizing excess stock.
• Monitor part utilization, returns, and reconciliation processes.
• Coordinate with procurement teams and OEM logistics partners.

Financial & Business Management

• Manage operational costs and service centre profitability.
• Prepare operational MIS reports and performance dashboards.
• Monitor revenue, productivity, and resource utilization.
• Identify opportunities for business growth and improvement.

Quality & Process Management

• Implement quality control procedures for repairs and service activities.
• Conduct periodic audits of repair quality and documentation.
• Ensure adherence to safety, security, and compliance guidelines.
• Drive Root Cause Analysis (RCA) and Corrective Action Plans (CAPA).

Required Skills

• Strong knowledge of laptop hardware diagnostics and repair operations.
• Experience managing authorized service centre operations.
• Understanding of OEM service processes and warranty management.
• Knowledge of SLA management, inventory control, and customer service.
• Strong leadership, people management, and conflict-resolution skills.
• Proficiency in service management tools, MS Excel, and reporting.

Qualifications

• Bachelor's Degree in Engineering, Computer Science, Electronics, IT, or related field.
• ITIL certification or Service Management certification preferred.
• MBA or Operations Management qualification will be an added advantage.

Key Performance Indicators (KPIs)

• SLA Compliance
• Repair Turnaround Time (TAT)
• Customer Satisfaction (CSAT)
• First-Time Fix Rate (FTFR)
• Inventory Accuracy
• Revenue & Profitability
• Engineer Productivity
• Quality Audit Scores

Preferred Experience

• Experience managing an authorized service centre for brands such as Dell, HP, Lenovo, Acer, ASUS, or Apple.
• Exposure to field service management and multi-location operations.
• Experience handling OEM audits and service quality compliance.