Service Center Supervisor

Role Overview

• The Service Centre Supervisor is responsible for supervising the technical operations of the service centre, ensuring the efficient diagnosis, repair, maintenance, and servicing of consumer electronics and home appliances.
• The role requires a strong hands-on technical background, with the ability to troubleshoot complex faults, guide technicians, manage repair workflows, and ensure that all jobs are completed accurately, safely, and within agreed turnaround times.

Key Responsibilities
Technical & Repair Operations:

• Supervise and participate in the diagnosis, troubleshooting, repair, servicing, and maintenance of consumer electronics and home appliances such as air conditioners, refrigerators, washing machines, televisions, and other electrical / electronic products.
• Provide technical guidance to technicians on complex faults and repair procedures.
• Review and validate technical diagnoses before major repairs or replacement of components.
• Identify recurring technical faults and recommend appropriate corrective actions.
• Ensure proper use of diagnostic tools, testing equipment, service manuals, and technical resources.
• Conduct quality checks on completed repairs to ensure products are fully functional before release to customers.
• Ensure repairs are carried out in line with manufacturer specifications, technical standards, and safety requirements.

Team Supervision:

• Supervise, assign, and monitor daily activities of service technicians.
• Provide on-the-job technical coaching and mentoring to improve technicians' skills and productivity.
• Assess technicians' technical capabilities and identify training needs.
• Monitor individual and team performance against service centre targets.
• Ensure proper adherence to standard operating procedures and safety practices.

Service Centre Operations:

• Manage the end-to-end repair process from product receipt and diagnosis to repair, testing, and customer collection/delivery.
• Monitor turnaround time and ensure repairs are completed within agreed timelines.
• Review pending, delayed, and repeat-repair jobs and take corrective action.
• Ensure accurate documentation of repair activities, parts used, technical findings, and  job status.
• Coordinate with the spare-parts/store team to ensure timely availability of required components.
• Escalate major technical issues, warranty concerns, and unrepairable products to management where necessary.

Customer & Warranty Support:

• Provide technical support in resolving customer complaints relating to product faults and repairs.
• Handle escalated technical complaints and ensure timely resolution.
• Verify warranty claims and ensure repairs are carried out in accordance with warranty policies.
• Explain technical findings and repair requirements to customers in a clear and professional manner.
• Minimize repeat complaints by ensuring proper diagnosis and quality repairs.

Reporting & Control:

• Prepare regular reports on repair volumes, turnaround time, technician productivity, repeat repairs, spare-parts usage, and unresolved technical issues.
• Monitor service centre KPIs and recommend improvements where performance falls below target.
• Maintain accurate records of repaired, pending, damaged, and unrepairable products.
• Track the usage and condition of technical tools and equipment.
• Ensure proper control and accountability for customer products received into the service centre.

Key Requirements

• HND / B.Sc. in Electrical / Electronics Engineering, Electrical Engineering, Mechanical Engineering, Mechatronics, or a related technical field.
• Minimum of 4 years of relevant technical experience, preferably in a service centre, after-sales service, consumer electronics, or home appliances environment.
• Proven hands-on experience in troubleshooting and repairing appliances/electronic products.
• Previous experience supervising or leading technical personnel is an advantage.
• Strong knowledge of consumer electronics and home appliance repair.
• Ability to work under pressure and meet repair turnaround targets.
• Good problem-solving, communication, leadership, and organizational skills.

Technical Competencies:
The ideal candidate should demonstrate:

• Strong practical knowledge of electrical and electronic systems.
• Hands-on experience diagnosing and repairing consumer electronics/home appliances.
• Ability to read and interpret circuit diagrams, wiring diagrams, and technical manuals.
• Knowledge of electrical testing and diagnostic equipment such as multimeters, clamp meters, insulation testers, and other relevant tools.
• Strong troubleshooting and fault-finding abilities.
• Understanding of PCB components, electrical circuits, sensors, motors, compressors, control boards, and other appliance components.
• Knowledge of preventive and corrective maintenance.
• Ability to identify root causes of technical failures rather than relying solely on component replacement.
• Good understanding of electrical safety and safe working practices.
• Ability to train and provide technical direction to technicians.