Service Centre Supervisor at Xiaomi Technology

Job Summary

• The Service Centre Supervisor oversees the daily operations of the service center to ensure efficient workflow, high-quality service delivery, and customer satisfaction.
• The role involves managing technicians, store keepers and customer service staff, monitoring repairs and service processes, enforcing company policies, and ensuring smooth coordination between departments.

Key Responsibilities
Operations Management:

• Supervise day-to-day operations of the service center, ensuring timely and efficient service delivery.
• Monitor job queues, allocate tasks to technicians, and ensure prompt turnaround of customer devices.
• Enforce operational standards, quality control, and adherence to repair timelines.
• Ensure a clean, organized, and safe work environment at all times.

Staff Supervision & Performance:

• Supervise technicians and customer service personnel to ensure productivity and professionalism.
• Conduct daily briefings and assign duties to team members.
• Monitor attendance, punctuality, and performance.
• Identify training needs and support capacity-building for team members.

Customer Service:

• Ensure excellent customer experience through prompt, courteous, and transparent service.
• Handle escalated complaints and resolve complex service issues.
• Maintain strong relationships with customers by ensuring clear communication and regular updates on repair progress.
• Oversee the issuance of receipts, quotations, and service reports.

Reporting & Documentation:

• Maintain accurate records of all repairs, parts used, and completed jobs.
• Prepare and submit daily, weekly, and monthly performance reports to management.
• Track and manage service requests, warranty claims, and returns.

Inventory & Equipment Control:

• Monitor spare parts inventory and ensure proper stock management.
• Request replacement parts as needed and verify their quality before use.
• Ensure all tools, diagnostic equipment, and systems are well-maintained and properly utilized.

Compliance & Policy Enforcement:

• Ensure all staff adhere to company policies, safety regulations, and service protocols.
• Implement process improvements to enhance efficiency and reduce service errors.
• Promote teamwork, professionalism, and accountability across all departments.

Qualifications & Requirements

• Minimum of HND qualification / B.Sc Degree in Business Administration, Engineering, or a related field.
• 3 - 5 years of experience in service center or operations management (electronics, telecoms).
• Proven ability to lead teams and manage operational workflows.
• Strong communication, organizational, and problem-solving skills.
• Proficient in MS Office tools and basic service management systems.
• Ability to work under pressure and meet deadlines.