Service Center Supervisor

Role Overview The Service Centre Supervisor is responsible for coordinating the daily technical operations of the service centre, ensuring timely and quality repairs of consumer electronics, effective management of technicians, and prompt resolution of customer service requests. The role ensures compliance with manufacturer specifications, warranty policies, safety standards, and company procedures while monitoring repair turnaround time, spare parts usage, and customer satisfaction. Key Responsibilities Technical Operations: Supervise daily diagnostic, repair, maintenance, and testing activities for consumer electronics, including air conditioners, refrigerators, washing machines, televisions, and other home appliances. Team Supervision: Assign repair jobs to technicians, monitor productivity, provide technical guidance, and ensure adherence to approved repair procedures and service standards. Repair Quality Control: Inspect completed repairs, verify product functionality, and ensure that serviced products meet manufacturer specifications before release to customers. Service Turnaround Time: Monitor pending repair jobs, prioritise urgent cases, and ensure timely completion of repairs in line with established service-level targets. Customer Complaint Resolution: Investigate technical complaints, manage escalated repair cases, and coordinate with the Customer Service team to provide timely updates and satisfactory resolutions. Warranty Management: Ensure proper verification of warranty eligibility, accurate repair documentation, and compliance with manufacturer warranty conditions and company policies. Spare Parts Management: Monitor spare parts usage, maintain accurate records of components issued and consumed, and coordinate with the relevant team to replenish essential parts and reduce repair delays. Technical Documentation: Ensure accurate recording of product details, reported faults, diagnostic findings, repairs performed, parts replaced, and final service outcomes in the approved system. Safety and Compliance: Ensure technicians follow electrical safety procedures, use appropriate tools and protective equipment, and maintain a clean, organised, and safe working environment. Performance Reporting: Prepare regular reports on repair volumes, turnaround time, repeat repairs, outstanding jobs, spare parts consumption, warranty cases, and technician productivity for management review. Technical Development: Identify technicians' skill gaps and support on-the-job training, coaching, and knowledge sharing to improve diagnostic accuracy and repair effectiveness. Operational Coordination: Liaise with the Service Manager, Spare Parts team, Customer Service team, and other relevant departments to resolve technical and operational challenges affecting service delivery. Key Requirements HND, or Bachelor's Degree in Electrical/Electronic Engineering, Mechanical Engineering, or a related technical discipline. Minimum of 4 years' experience in technical repairs, after-sales service, or consumer electronics servicing, with supervisory experience preferred. Strong practical knowledge of diagnosing, troubleshooting, repairing, and testing consumer electronics and home appliances. Familiarity with air conditioners, refrigerators, washing machines, televisions, and related electronic products. Knowledge of electrical safety, repair quality standards, warranty procedures, and technical documentation. Ability to allocate jobs, supervise technicians, manage service backlogs, and meet turnaround targets. Good problem-solving, communication, organisational, and team leadership skills. Proficiency in basic computer applications and the use of ERP or service management systems. Ability to work under pressure and manage multiple repair requests effectively.