Service Centre Manager - Room for Advancement

Company Overview:

Solutions IT is an Apple Authorised Service Provider and leading provider of computer repair services, specialising in both Apple and Windows devices. We pride ourselves on delivering exceptional customer service and technical expertise to ensure our clients' devices are repaired promptly and effectively. As we continue to grow, we are seeking a dedicated and experienced IT Technician to join our team and oversee the operations of our repair workshop.

Job Summary: 

The role of the Service Manager entails overseeing every facet of our repair workshop, from customer interactions to staff coordination, repair procedures, financial transactions, and performance analysis. Ideal candidates will demonstrate expertise in computer repair, stellar customer service abilities, and a track record in team leadership. In addition to managing operations, responsibilities will include diagnosing and executing repairs.

Key Responsibilities:

1. Repair Operations:

• Coordinate repair workflows to optimise efficiency and minimise turnaround times.
• Perform repairs on Apple and windows devices following all required guidelines
• Ensure compliance with repair procedures, quality standards, and safety regulations.

 2. Apple and Windows Device Repairs:

• Possess comprehensive knowledge and expertise in repairing both Apple and Windows devices, including laptops, desktops, smartphones, and tablets.
• Stay updated on the latest technology trends and repair techniques to maintain a competitive edge.

 3. Customer Satisfaction:

• Ensure the highest level of customer satisfaction by providing prompt, courteous, and effective communication throughout the repair process.
• Handle customer inquiries, complaints, and feedback in a professional and timely manner.

 4. Service Level Agreements (SLAs):

• Develop and enforce service level agreements to ensure repairs are completed within agreed-upon timelines.
• Monitor repair progress and take proactive measures to meet SLAs.

 5. Invoicing and Banking:

• Oversee the invoicing process, ensuring accurate billing for repair services rendered.
• Manage banking transactions and reconcile financial records regularly.

 6. Reporting:

• Generate and analyse reports related to device repairs, including trends, turnaround times, and customer satisfaction metrics.
• Identify areas for improvement and implement strategies for growth and to enhance efficiency and quality.

 7. Staff Management:

• Supervise workshop staff, including technicians and customer service representatives.
• Conduct performance evaluations and provide ongoing feedback and coaching to ensure team members meet performance targets. 
• Foster a collaborative and positive work environment that encourages teamwork and accountability.

What you’ll bring.

1. Proven experience in a similar role.
2. Strong customer service skills with the ability to resolve issues effectively.
3. Proficiency in repairing both Apple and Windows devices, encompassing hardware and software troubleshooting.
4. Excellent organizational and multitasking abilities.
5. Effective communication and leadership skills.
6. Detail-oriented with a focus on quality and efficiency.
7. Technical certifications (e.g., Apple Certifications) are a plus.

Join our team and be part of a dynamic and rewarding work environment where your skills and expertise will make a difference in the lives of our customers. Apply now to become our Service Centre Manager!