TEAM LEADER SKILLS – Consumer Electronics Service

1. Technical SkillsDeep product knowledge - LED TV, AC, Washing Machine, Refrigerator, Microwave, Mobile, Home AppliancesFault diagnosis at L1, L2, L3 levelInstallation & Demo standards as per brand SOPSpare parts identification and usage of genuine partsKnowledge of warranty, DOA, BER process

2. Team Management SkillsHandling team of 8-15 Service Engineers / TechniciansDaily complaint allocation and route planningTraining current technicians on brand products and soft skillsMonitoring First Time Fix Rate (FTFR) and Repeat RateShift management and attendance tracking

3. Customer Handling SkillsEscalation handling - angry customer resolutionMaintaining CSAT / NPS score above 4.5Communication in Hindi,



English and local languageExplaining technical faults in simple language to customer

4. Operations & Reporting SkillsAchieving SLA - 24hr / 48hr closure targetDaily MIS - pending, closures, spares used, productivityStock management of defective and good sparesCoordinating with backend, logistics, and brand team

5. Leadership SkillsMotivation and performance improvement of teamDecision making under pressureTime management and target orientationQuality check of service done by juniors

📌 Team Leader - Operations (Patna)
🏢 Libya Services
📍 Patna