Branch Manager

• Responsible for overall service operations management at the branch, ensuring effective coordination, scheduling, and execution of all service calls related to Acer and HP brands.
• Manages both warranty and out-of-warranty (OOW) service processes, ensuring adherence to brand-specific policies, documentation, and reporting requirements.
• Coordinates daily Acer and HP call allocation, ensuring optimal assignment of service jobs to field engineers based on skill set, availability, and location.
• Attends and actively participates in Acer and HP review meetings, presenting updates on open calls, service performance, escalations, and improvement actions.
• Provides technical support to engineers onsite and offsite, assisting in fault diagnosis, escalation handling, and part compatibility verification.
• Tracks daily open calls, ensuring timely updates, part indenting, resolution, and closure in compliance with OEM SLAs and internal KPIs.
• Maintains proper handling of warranty validations, approvals, part replacements, and supports the processing of OOW service calls, estimates, and billing.
• Coordinates with customer support teams for efficient communication and escalation handling, ensuring high customer satisfaction.
• Oversees spare parts inventory, ensuring availability of commonly used items for both brands, and timely ordering of specific parts to avoid service delays.
• Drives branch performance metrics including call closure rate, first-time fix rate, customer feedback, and turnaround time.
• Supports and motivates the technical team, ensuring they are well-informed about product updates, process changes, and safety standards.
• Identifies service gaps, suggests process improvements, and ensures consistent service quality across all customer touchpoints.
• Maintains proper records for reporting and audits, including warranty claims, OOW billing, spare consumption, and branch service logs.
• Participates in regular review meetings and provides inputs on service performance and process improvements.

Preferred Qualifications and Skills

• Experience in managing service operations, preferably for a laptop/desktop service center.
• Strong coordination skills.
• Technical background (Diploma or Degree).
• Good analytical and problem-solving skills.

Job Type: Full-time

Pay: ₹16,000.00 - ₹19,000.00 per month

Work Location: Remote