Role Summary
The Assistant Manager Technical Services Support will be responsible for leading the Technical Services Support (CD) operations, ensuring process excellence, team performance, and customer satisfaction across all service centers. The role involves managing escalations, driving operational efficiency, implementing service improvement initiatives, and ensuring full compliance with Apple and organizational service standards. The Assistant Manager will act as a key link between field teams, central operations, and management to ensure seamless service delivery and continuous process improvement.
Key Responsibilities
Team & Operational Leadership
- Lead and oversee the day-to-day operations of the Technical Services Support team.
- Supervise and mentor team members to ensure effective task execution and adherence to service SLAs.
- Review escalated cases, provide direction for resolution, and ensure timely closure.
- Monitor overall workload distribution, performance, and training needs across the CD team.
- Conduct periodic performance reviews and identify areas for individual and team development.
Process & Technical Management
- Ensure strict adherence to Apple/brand service guidelines, quality metrics, and documentation standards.
- Review and validate repair approvals, item master updates, pricing structures, and CRM/GSX workflows.
- Analyze recurring issues or process gaps and drive corrective and preventive actions (CAPA).
- Collaborate with IT/CRM teams to streamline automation and improve service system efficiency.
- Manage service readiness for audits (internal/external) and ensure compliance across all service centers.
Performance Analysis & Reporting
- Track and analyze key performance metrics such as TAT, customer satisfaction, and escalation trends.
- Prepare and present weekly/monthly performance dashboards to management with key insights and action plans.
- Conduct RCA (Root Cause Analysis) for escalations and recurring service quality issues.
- Recommend and implement continuous improvement initiatives to enhance service quality and operational efficiency.
Stakeholder & Cross-Functional Coordination
- Coordinate with Regional Business Heads, Central Operations, Finance, HR,
- Audit, and IT teams for end-to-end support activities.
- Act as a liaison with Apple Support/Brand teams on escalations, audits, and policy clarifications.
- Communicate new process updates, guidelines, and quality expectations to all stakeholders.
- Drive collaboration between Customer Desk (CD), Service Locations, and Support Teams to ensure unified execution.
Skills & Competencies
- Strong technical knowledge of Apple / mobility / laptop service operations and repair processes.
- Proven expertise in CRM and GSX systems, with strong understanding of AASP workflows.
- Excellent communication, leadership, and team management skills.
- Strong analytical and decision-making capabilities.
- Ability to manage high-pressure situations and handle complex customer escalations.
- Proficiency in reporting, data analysis, and service process documentation.
Qualifications & Experience
- Bachelor's degree (Engineering / Computer Science preferred) or equivalent work experience.
- 48 years of experience in Technical Support / Service Operations, with at least 2 years in a team lead or supervisory role.
- Prior experience in an Apple Authorized Service Provider (AASP) or similar service environment is a strong advantage.
