Service Center Operations Lead

About the Role

The Service Center Operations Lead is responsible for managing day-to-day service center operations, ensuring efficient workshop activities, high-quality technical support, and strong customer service delivery. The role oversees technicians, job card management, operational planning, turnaround time improvement, and service center performance.

Key Responsibilities

Service Center Operations Manage daily workshop and field service operations Ensure efficient job card planning, scheduling, and completion Monitor service turnaround times and operational efficiency Ensure compliance with service procedures and operational standards Coordinate technical resources, tools, and workshop readiness Improve productivity and service quality performance Team Leadership & Performance Lead and supervise service engineers and technicians Monitor technician productivity and KPI performance Conduct coaching, training, and technical development activities Ensure proper workload allocation and operational discipline Support implementation of continuous improvement initiatives Customer Service & Coordination Ensure effective communication with customers regarding service status Monitor customer satisfaction and complaint resolution Coordinate with spare parts and sales teams for service support Ensure timely closure of service requests and documentation Reporting & Compliance Prepare operational performance and service reports Monitor service costs, workshop utilization, and efficiency indicators Ensure proper SAP/service management system utilization Maintain service records, job cards, and technical documentation

What We’re Looking For

Minimum Qualifications

Bachelor’s degree in Electrical Engineering, Electronics, IT, Mechanical, or related field

7–9 years of experience in technical service operations or workshop management

Minimum 3 years in a supervisory or leadership role

Experience in office automation equipment, printers, copiers, or related technology is preferred

Skills &

Competencies

Workshop & Service Operations Management

Technical Team Leadership

Service Planning & Coordination

Customer Service Management

KPI & Performance Monitoring

Problem Solving & Decision Making

ERP/SAP Knowledge

Process Improvement & Operational Efficiency

What You’ll Get

Opportunity to lead operational transformation initiatives

A dynamic technical working environment

Professional development and leadership growth opportunities

Exposure to modern service management practices