JOB DESCRIPTION – SERVICE HEAD (APPLE PRODUCTS)

Company: Alps Digital Devices Ltd.
Experience Required: 5–10 years in a mobile phone service centre
Mandatory Previous Role: Service Manager or Service Cluster Manager
Educational Qualification: Graduate in any discipline

1. Job Summary

Alps Digital Devices Ltd. is seeking an experienced and results-driven Service Head to oversee service operations at our Apple-authorized service centre.

The role is responsible for managing the overall functioning of the service centers, ensuring efficient service delivery, resolving customer complaints and escalations, coordinating repair activities, and maintaining high standards of service quality and customer satisfaction.

The ideal candidate should have substantial experience in mobile phone service centre operations, strong leadership capabilities, technical service coordination skills, and a proven track record of managing service teams and handling complex customer issues.

2. Key Responsibilities

A. Service Centre Operations Management

- Manage and oversee the day-to-day operations of the assigned service centre.
- Ensure smooth coordination of customer reception, device diagnosis, repair processing, service updates, and device handover.
- Monitor service turnaround time, pending cases, repair status, and overall operational efficiency.
- Ensure adherence to established service procedures, operational standards, and applicable Apple-authorised service guidelines.
- Optimise manpower utilisation, workflow management, and resource allocation to maintain service efficiency.

B. Customer Complaint & Escalation Management

- Handle complex customer complaints, service-related disputes, and escalated cases professionally.
- Ensure timely resolution of customer issues while maintaining a customer-centric approach.
- Coordinate with relevant teams to resolve delays, repeat complaints, repair-related concerns, and service dissatisfaction.
- Ensure customers receive accurate updates regarding diagnosis, repair status, expected timelines, and service outcomes.
- Implement corrective actions to minimise recurring complaints and improve customer experience.

C. Repair Coordination & Technical Service Delivery

- Supervise the service workflow, including device diagnosis, repair coordination,



quality checks, and final delivery.
- Coordinate with technicians and service personnel to ensure repairs are completed efficiently and accurately.
- Monitor repair quality, repeat repair cases, pending devices, and adherence to prescribed service timelines.
- Ensure proper documentation of device intake, reported issues, repair status, and service closure.
- Escalate technical issues requiring specialised support or higher-level approval through the appropriate channels.

D. Team Leadership & Performance Management

- Lead, guide, and supervise service centre employees to ensure consistent operational performance.
- Allocate responsibilities, monitor productivity, and review individual and team performance.
- Train and mentor employees on customer handling, service processes, escalation management, and operational discipline.
- Promote accountability, teamwork, and a customer-first service culture.
- Identify training requirements and support continuous improvement in employee capabilities.

E. Service Quality & Customer Satisfaction

- Establish and monitor service quality standards across the assigned locations.
- Track customer feedback, satisfaction levels, complaint patterns, and service turnaround time.
- Identify operational gaps and implement measures to improve service quality and efficiency.
- Ensure proper quality checks before repaired devices are handed over to customers.
- Maintain professional service standards consistent with the expectations of an Apple-authorised service setting.

F. Reporting & Compliance

- Prepare and submit periodic reports on service centre performance, repair status, pending cases, escalations, and customer feedback.
- Monitor key service performance indicators and take corrective action where required.
- Ensure accurate maintenance of service records, customer documentation, and operational reports.
- Coordinate with internal management,



relevant support teams, and authorised service stakeholders as required.
- Ensure compliance with applicable company policies, data confidentiality requirements, and authorised service procedures.

3. Educational Qualification & Experience

- Graduate in any discipline.
- 5–10 years of relevant experience in a mobile phone service centre.
- Mandatory: Previous experience as a Service Manager or Service Cluster Manager.
- Experience managing service centre operations, customer escalations, repair coordination, and service teams.
- Experience in Apple product servicing or an Apple-authorised service environment will be an added advantage.

4. Required Skills & Competencies

- Strong service operations and team management skills.
- Excellent customer complaint and escalation handling.
- Good understanding of mobile device service workflows and repair coordination.
- Strong problem-solving and decision-making abilities.
- Effective communication and interpersonal skills.
- Ability to manage multiple priorities and ensure timely service delivery.
- Analytical skills for monitoring service performance and identifying operational gaps.
- High levels of accountability, professionalism, and customer orientation.

Ideal Candidate Profile

We are looking for a proactive and experienced service professional who can independently manage service centre operations, lead teams effectively, resolve complex customer issues, and maintain high standards of service quality.

The candidate must have previous experience as a Service Manager or Service Cluster Manager and should be capable of driving operational efficiency and customer satisfaction across the assigned service centre location.

Why Join Alps Digital Devices Ltd.?

- Opportunity to work in an Apple-authorised service environment.
- Leadership responsibility in service centre operations.
- Opportunity to lead service teams and improve customer experience.
- A professional environment focused on service quality, operational excellence, and continuous improvement.

Pay: ₹50,000.00 - ₹70,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Provident Fund

Work Location: In person

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