1. Daily Operations Management

- Ensure the store is maintained as per brand standards, including overall cleanliness, visual orderliness, and upkeep of the service area.
- Oversee and guide housekeeping sta: to maintain hygiene and readiness of the service unit throughout the day.
- Conduct a structured daily briefing with the team to review overall service targets, pending repairs and escalations, process updates, and any operational challenges.

2. Logistics Management

- Acknowledge and verify all incoming and outgoing stock and ensure they are recorded accurately in the system.
- Monitor stock levels, oversee dispatch checks, and ensure all shipments are correctly packed and processed.
- Coordinate with courier partners, ensuring timely pickups, correct documentation, and resolution of delivery-related issues.
- Ensure strict adherence to logistics compliance requirements, including KBB processes and evening dispatch protocols.
- Oversee inwarding/outward activities to ensure that all received items are checked, recorded, and updated in the system without discrepancies.
- Tracking Shipments.

3. Repair Management

- Monitor all ongoing repairs, ensuring cases move smoothly from diagnosis to completion within expected timelines.
- Track delayed repair cases and work with technicians to identify bottlenecks and quick-track pending tasks.
- Ensure that all in-warded parts or devices are promptly and accurately assigned to the respective technicians as soon as they reflect in the system.
- Ensure customers receive timely updates on their repair status by overseeing the communication done by the team and intervening directly only in escalated or critical cases.
- Accepting and Closing jobs and repairs on time.




- Monitor and comply to all guidelines and SOP’s for ay repair sent to RC and DC.

4. Escalation Handling (GSX Level 1)

- Review and address Level 1 escalations by coordinating with technicians, CREs, and logistics partners, ensuring timely resolution and documentation.
- Escalate issue timely in the right hierarchy to ensure quick resolution.
- Intervene in customer issues requiring managerial oversight and ensure the service standards are upheld.

5. Customer Feedback & Follow-ups

- Ensure systematic follow-up with customers through the CRE team to gather feedback and address concerns.
- Work closely with CREs and technicians to analyze customer feedback and take necessary corrective actions.
- Monitor delayed STA (Expected Time of Arrival) cases, ensure the team communicates proactively with customers, and step in personally for high
- priority or dissatisfied customers.
- Floor work and monitoring CRE interaction with the customers to ensure CSAT.

6. Compliance :

- Ensure that all acknowledgment of payments including receipts and invoices are generated immediately and handed over to customers at the same time.
- Ensure all SOP’s related for your repairs and for all other repairs in your location are followed.
- Ensure any issue is reported to your manager before it becomes escalation
- Stock Audits monthly and apple audits weekly and submit the report for thesame.

7. Employee related tasks :

- HROne
- Reviews 3 months (Formal and informal)

8. Training and Learning :

- Servify portal, ERP, GSX
- Ensure everyone is updated on their ATLAS courses

Job Title :Service Unit In-charge

Employment type :Full Time

Departments :Operations

Job Locations :Indore

Experience (years) :2-5

Qualification :Graduate

Seniority Level :Executive

📌 Service Unit In-charge - Under Armour (Indore)
🏢 NGRT Systems
📍 Indore