Manage the day-to-day operations of the Mobile & Laptop Service Center (F1 Info Solutions and Services Pvt. Ltd., a Flipkart company):
- Manage the complete service cycle: device intake, diagnosis, repair, quality check and delivery
- Monitor and improve TAT, first-time-fix rate and repeat-repair rate
- Ensure SOPs, warranty policies and brand/OEM guidelines are followed
- Lead, train and motivate technicians, front-desk executives and support staff
- Plan shifts and manpower, and support recruitment and onboarding
- Handle customer escalations and complaints, and track CSAT/NPS
- Manage spare parts planning, stock audits and DOA/defective parts returns
- Control shrinkage, pilferage and consumable costs
- Own branch revenue, margin and monthly targets
- Drive sales of accessories, extended warranty, AMC and protection plans
- Prepare daily and monthly MIS reports for management
- Maintain data privacy, workplace safety,
ESD compliance and audit readiness
Preferred candidate profile
- 6-7 years of experience in mobile and laptop service/repair operations, with at least 2 years managing a branch or team
- Graduate in any discipline (Diploma or B.Tech/B.E. in Electronics/IT preferred)
- Knowledge of chip-level and board-level repair processes, diagnostics and spare-part ecosystems
- Experience with service management software, ticketing/CRM and inventory systems
- Good working knowledge of MS Excel and reporting dashboards
- Solid leadership, customer handling and escalation management skills
- Good communication in English, Hindi and the local language
- Stable career history; candidates from authorized brand service centers preferred