Head of Service/Aftersales (Retail/Electronics)

Key Responsibilities:

Repair Service & Daily Operations

• Oversee the daily workflow and repair operations to ensure efficient allocation and timely completion of service requests.
  
• Assign repair jobs to technicians based on individual technical strengths, experience, workload, and repair complexity.
  
• Prioritise daily and weekly service schedules to ensure all repairs are completed within the required turnaround time (TAT).
  
• Monitor repair progress, service completion, and outstanding jobs to ensure operational targets are consistently achieved.
  
• Review and prepare diagnostic estimates, ensuring accuracy and timely communication to customers.
  
• Contact customers regarding repair estimates, service updates, completion status, and other relevant matters.
  
• Handle customer escalations and resolve service-related conflicts while maintaining high levels of customer satisfaction.
  
  

Technical Team Leadership & Development

• Lead, coach, and motivate technicians to maintain high standards of technical performance and service quality.
  
• Identify technical capability gaps and create opportunities for knowledge sharing and cross-training among technicians.
  
• Foster a collaborative working environment where technicians can learn from one another and develop capabilities across different types of repairs.
  
• Balance team coaching and development with administrative and operational responsibilities.
  
• Conduct research and identify relevant technical training opportunities to continuously strengthen team capabilities.
  
• Manage supervisors or team leaders where applicable and provide guidance to ensure effective team performance.
  
• Support the management of home-based employees and ensure consistent productivity, communication, and service standards.
  
  

Inventory & Parts Management

• Monitor inventory levels and assess parts requirements to maintain appropriate stock availability.
  
• Balance parts inventory to minimise shortages, excess stock, and operational disruptions.
  
• Oversee service parts matching, identification, and cross-referencing to ensure the correct parts are available for repairs.
  
• Monitor repair-related inventory usage and identify opportunities to improve stock efficiency.
  
• Supervise computer rental inventory and ensure accurate tracking and maintenance of rental equipment.
  
• Oversee customer transactions relating to rental inventory and ensure accurate processing and documentation.
  
  

Repair Analysis & Reporting

• Analyse repair trends, service volumes, turnaround times, recurring technical issues, and other operational data.
  
• Prepare regular reports and provide insights to management on repair performance and emerging trends.
  
• Identify recurring repair issues and recommend improvements to enhance service efficiency and customer experience.
  
• Use repair data and operational insights to support resource planning, technician development, and workflow improvements.
  
  

Technical Room & Workflow Improvement

• Identify opportunities to improve the technical repair environment, workflow, tools, and processes.
  
• Implement initiatives to improve technician productivity, repair turnaround times, workplace organisation, and service quality.
  
• Continuously review operational workflows and inventory processes to identify opportunities for greater efficiency.
  
  

Vendor Management & Procurement

• Support vendor development and manage relationships with relevant suppliers and service providers.
  
• Coordinate procurement activities for repair parts, equipment, tools, and other technical requirements.
  
• Evaluate supplier performance, availability, quality, and cost to support efficient repair operations.
  
• Work with vendors to identify solutions for technical requirements and improve parts availability.
  
  

Cross-Functional Collaboration

• Work closely with Customer Service, Operations, Human Resources, Procurement, and other relevant teams to resolve operational and employee-related matters.
  
• Collaborate with cross-functional and cross-site teams to ensure consistent service standards and operational practices.
  
• Partner with Human Resources on employee management, performance, development, and other people-related matters.
  
• Drive initiatives that create meaningful improvements to the customer experience.
  
  

Requirements

Job Requirements:

Experience & Background

• Prior experience in repair services, technical service operations, or a similar environment, preferably within the last 10 years.
  
• Proven experience managing a technical support, repair, or service team, ideally within a contact centre or customer service environment.
  
• Experience managing cross-functional and/or geographically dispersed teams.
  
• Experience managing managers, supervisors, or team leaders is highly preferred.
  
• Experience managing home-based or remote employees would be an advantage.
  
• Experience working with Human Resources on employee management, performance, and development matters.
  
  

Technical & Operational Skills

• Strong technical knowledge and aptitude, with the ability to understand and support different types of repair activities.
  
• Strong understanding of repair workflows, diagnostics, service scheduling, parts management, and turnaround time (TAT) requirements.
  
• Ability to assign, track, and review diagnostic estimates and repair jobs.
  
• Strong inventory management and service parts matching/cross-referencing capabilities.
  
• Good understanding of technical training and capability development.
  
  

Leadership & Personal Attributes

• Strong people leadership and motivational skills, with the ability to build a collaborative and high-performing technical team.
  
• Excellent coaching and development capabilities, balanced with strong administrative and operational discipline.
  
• Excellent written and verbal communication skills.
  
• Strong organizational and time management skills with the ability to manage multiple priorities.
  
• Customer-focused mindset with a genuine commitment to improving customer satisfaction and service outcomes.
  
• Strong problem-solving and conflict-resolution skills.
  
• Ability to work effectively under pressure while maintaining service quality and turnaround-time commitments.
  
• Proactive, hands-on, and improvement-oriented approach to operational management.