Technical and Operation Manager - Electronics Dept

The Job Holder is Responsible to lead technical and operational functions of the Computing and Mobile After-Sales department within the consumer electronics retail sector. And will oversee daily in-store service operations, assist in designing service packages, develop technical training materials, conduct training sessions, monitor KPIs, identify and address performance gaps and create actionable plans to drive continuous improvement and elevate overall service quality.

• Supervise and manage daily in-store Computing and Mobile after-sales service operations to ensure efficient and high-quality customer support.
• Assist in designing and refining service package contents to maximize customer satisfaction and service value.
• Develop and prepare technical training materials and manuals to enhance team knowledge and skill levels.
• Conduct regular technical training sessions for technicians to improve troubleshooting, repairs, and customer handling capabilities.
• Monitor and evaluate team performance against established KPIs, analyse gaps, and implement strategies to improve results.
• Create, develop, and execute comprehensive action plans to address operational inefficiencies and close performance gaps.
• Collaborate with store management to ensure seamless communication and operational consistency.
• Maintain and update technical documentation, warranty procedures, and service workflows.
• Stay informed about the latest developments in Computing and Mobile technologies and repair techniques to ensure the team remains competitive and knowledgeable.
• Oversee technical customer escalations, ensuring quick resolution and high customer satisfaction.
• Continuously improve operational processes to boost efficiency, service quality, and customer experience.

Requirements:
• Bachelor’s degree in engineering, computer Science, business.
• Minimum Experience of 5 years of relevant experience
• Proven experience in consumer electronics retail after-sales service management for computing and mobile devices is a must.
• Strong up to date troubleshooting and technical knowledge of computers, smartphones, tablets, and related peripherals.
• Leadership and team management skills, with the ability to motivate and develop staff.
• Experience in designing service packages and creating technical training content.
• Proficiency in KPI management, gap analysis, and action plan development.
• Excellent problem-solving, communication, and organizational skills.
• Ability to adapt in a fast-paced retail environment and handle multiple priorities.