Branch Manager

Jeeves Consumer Services; Coimbatore; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Jeeves Consumer Services in Coimbatore is seeking an experienced Service Center Branch Manager to oversee device intake, diagnosis, repairs, and delivery. You will drive improvements in TAT, first-time-fix rates, and customer satisfaction while ensuring SOPs and OEM guidelines are followed.

You will lead and train staff, plan shifts, manage spare parts, and own branch revenue targets. Strong leadership and multilingual communication are essential for success in this role.

Qualifications

• 6-7 years of experience in mobile and laptop service/repair operations, with at least 2 years managing a branch or team.
• Graduate in any discipline (Diploma or B.Tech/B.E. in Electronics/IT preferred).
• Knowledge of chip-level and board-level repair processes, diagnostics and spare-part ecosystems.
• Experience with service management software, ticketing/CRM and inventory systems.
• Good working knowledge of MS Excel and reporting dashboards.
• Strong leadership, customer handling and escalation management skills.
• Good communication in English, Hindi and the local language.
• Stable career history; candidates from authorized brand service centers preferred.

Responsibilities

• Manage the complete service cycle: device intake, diagnosis, repair, quality check and delivery.
• Monitor and improve TAT, first-time-fix rate and repeat-repair rate.
• Ensure SOPs, warranty policies and brand/OEM guidelines are followed.
• Lead, train and motivate technicians, front-desk executives and support staff.
• Plan shifts and manpower, and support recruitment and onboarding.
• Handle customer escalations and complaints, and track CSAT/NPS.
• Manage spare parts planning, stock audits and DOA/defective parts returns.
• Control shrinkage, pilferage and consumable costs.
• Own branch revenue, margin and monthly targets.
• Drive sales of accessories, extended warranty, AMC and protection plans.
• Prepare daily and monthly MIS reports for management.
• Maintain data privacy, workplace safety, ESD compliance and audit readiness.

Skills

Branch leadership

Customer handling

Escalation management

MS Excel

Reporting dashboards

Multilingual communication

Chip/board repair

Service management software

Ticketing/CRM

Inventory systems

Education

Diploma in Electronics/IT

B.Tech/B.E. in Electronics/IT

Tools

Service management software

Ticketing/CRM

Inventory systems

Job description

Role & responsibilities

• Manage the complete service cycle: device intake, diagnosis, repair, quality check and delivery
• Monitor and improve TAT, first-time-fix rate and repeat-repair rate
• Ensure SOPs, warranty policies and brand/OEM guidelines are followed
• Lead, train and motivate technicians, front-desk executives and support staff
• Plan shifts and manpower, and support recruitment and onboarding
• Handle customer escalations and complaints, and track CSAT/NPS
• Manage spare parts planning, stock audits and DOA/defective parts returns
• Control shrinkage, pilferage and consumable costs
• Own branch revenue, margin and monthly targets
• Drive sales of accessories, extended warranty, AMC and protection plans
• Prepare daily and monthly MIS reports for management
• Maintain data privacy, workplace safety, ESD compliance and audit readiness

Preferred candidate profile

• 6-7 years of experience in mobile and laptop service/repair operations, with at least 2 years managing a branch or team
• Graduate in any discipline (Diploma or B.Tech/B.E. in Electronics/IT preferred)
• Knowledge of chip-level and board-level repair processes, diagnostics and spare-part ecosystems
• Experience with service management software, ticketing/CRM and inventory systems
• Good working knowledge of MS Excel and reporting dashboards
• Strong leadership, customer handling and escalation management skills
• Good communication in English, Hindi and the local language
• Stable career history; candidates from authorized brand service centers preferred