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 robust 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 (India)
🏢 Congruence Holdings
📍 India