Key Responsibilities

- Manage end-to-end GoFix service operations across assigned stores and service locations.
- Lead and monitor technician performance, productivity, attendance, skill levels, and manpower deployment.
- Ensure all repair jobs are completed within defined Turnaround Time (TAT) and quality standards.
- Monitor service KPIs such as job volume, TAT, repeat repairs, first-time-right %, technician productivity, pending jobs, customer complaints, and service revenue.
- Establish and maintain standardized repair processes, SOPs, quality checklists, and escalation mechanisms.
- Work closely with L1, L2, L3, L4 technicians to improve technical capability and productivity.
- Identify skill gaps and coordinate with technical trainers to conduct upskilling and certification programs.
- Support recruitment teams in defining technical requirements and evaluating candidates for technician positions.
- Ensure availability and proper utilization of service tools, equipment, spare parts, testing equipment, and technical infrastructure.
- Monitor spare-part requirements, repair consumables, and service inventory to avoid unnecessary TAT delays.
- Analyze repair failure, repeat complaints, warranty cases,



and customer escalations and implement corrective actions.
- Drive improvement in First Time Fix (FTF) and reduce repeat repairs and customer callbacks.
- Ensure technicians follow proper ESD, safety, device handling, and repair-quality standards.
- Coordinate with the central operations, procurement, warehouse, HR, and business teams to resolve service-related issues.
- Conduct regular store/service-center audits and identify gaps in manpower, tools, processes, infrastructure, and technical capability.
- Prepare and review periodic service performance reports and dashboards for management.
- Identify operational bottlenecks and implement initiatives to improve service efficiency, profitability, and customer satisfaction.
- Handle critical technical escalations and provide guidance on complex mobile and laptop repair cases.
- Build a strong technical culture focused on quality, accountability, productivity, and continuous improvement.

Pay: ₹25,000.00 - ₹35,500.00 per month

Advantages:

- Health insurance
- Provident Fund

Work Location: In person

📌 Service Manager (Bengaluru)
🏢 Congruence Holdings
📍 Bengaluru