Job Description

Responsible for overall service operations management at the branch, ensuring effective coordination, scheduling, and execution of all service calls related to Acer and HP brands. Manages both warranty and out-of-warranty (OOW) service processes, ensuring adherence to brand-specific policies, documentation, and reporting requirements. Coordinates daily Acer and HP call allocation, ensuring optimal assignment of service jobs to field engineers based on skill set, availability, and location. Attends and actively participates in Acer and HP review meetings, presenting updates on open calls, service performance, escalations, and improvement actions. Provides technical support to engineers onsite and offsite, assisting in fault diagnosis, escalation handling, and part compatibility verification. Tracks daily open calls, ensuring timely updates, part indenting, resolution, and closure in compliance with OEM SLAs and internal KPIs. Maintains proper handling of warranty validations, approvals, part replacements, and supports the processing of OOW service calls, estimates, and billing. Coordinates with customer support teams for efficient communication and escalation handling, ensuring high customer satisfaction. Oversees spare parts inventory, ensuring availability of commonly used items for both brands, and timely ordering of specific parts to avoid service delays. Drives branch performance metrics including call closure rate, first-time fix rate, customer feedback, and turnaround time. Supports and motivates the technical team, ensuring they are well-informed about product updates, process changes, and safety standards. Identifies service gaps, suggests process improvements, and ensures consistent service quality across all customer touchpoints. Maintains proper records for reporting and audits, including warranty claims, OOW billing, spare consumption, and branch service logs. Participates in regular review meetings and provides inputs on service performance and process improvements.

Preferred Qualifications and Skills

Experience in managing service operations, preferably for a laptop/desktop service center. Strong coordination skills. Technical background (Diploma or Degree).
Job Type: Full-time

Pay: ?16,000.00 - ?20,000.00 per month

Work Location: Remote