Branch Manager

As the Service Operations Manager at the branch, your role involves overseeing the service operations for Acer and HP brands. Your responsibilities include: - Managing both warranty and out-of-warranty service processes for Acer and HP, ensuring compliance with brand-specific policies and documentation requirements. - Coordinating the allocation of daily service calls to field engineers based on skill set, availability, and location. - Participating in Acer and HP review meetings, providing updates on open calls, service performance, and improvement actions. - Providing technical support to engineers for fault diagnosis, escalation handling, and part compatibility verification. - Tracking and ensuring timely resolution of open service calls in compliance with OEM SLAs and internal KPIs. - Handling warranty validations, approvals, part replacements, and processing OOW service calls efficiently. - Coordinating with customer support teams for effective communication and escalation handling. - Managing spare parts inventory for Acer and HP, ensuring availability and timely ordering of specific parts. - Driving branch performance metrics such as call closure rate, first-time fix rate, customer feedback, and turnaround time. - Supporting and motivating the technical team by keeping them informed about product updates and safety standards. - Identifying service gaps, suggesting process improvements, and ensuring consistent service quality. - Maintaining records for reporting and audits, including warranty claims, OOW billing, spare consumption, and service logs. - Providing inputs on service performance and process improvements in regular review meetings. Preferred Qualifications and Skills: - Experience in managing service operations, preferably in a laptop/desktop service center. - Strong coordination skills. - Technical background (Diploma or Degree). - Good analytical and problem-solving skills. This is a full-time position with a remote work location.,