Service Center Supervisor

Digits Trading Corporation; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Digits Trading Corporation operates an Apple Authorized Service Center and seeks a Service Center Supervisor to oversee daily operations, ensure high customer satisfaction, and drive service quality. You will supervise frontliners and technicians, manage parts and inventory, and uphold Apple standards across the service center.

Join a team focused on operational excellence, 6S workplace practices, and achieving key KPIs while safeguarding confidential customer information and ensuring timely

Qualifications

• Bachelor's degree in a related field is required.
• 3–5 years of supervisory experience in customer service or operations.
• Experience in Apple Authorized Service Center environment is preferred.
• Ability to lead front-line and technical teams to meet KPIs.

Responsibilities

• Oversee day-to-day service center operations for efficiency.
• Ensure compliance with Apple standards and SOPs.
• Monitor KPIs: CSAT, SLA, TAT, and productivity.
• Lead Frontliners, Technicians, and Parts Custodians.
• Coordinate schedules, inventory, and financial controls.
• Coach staff to improve service quality and customer experience.

Skills

Supervisory experience

Customer service

Operations management

KPIs

Education

Bachelor's degree in Business Administration, Engineering, Information Technology, or related field

Job description

The Service Center Supervisor is responsible for overseeing the daily operations of the Apple Authorized Service Center, ensuring exceptional customer service, operational efficiency, technical service quality, and compliance with Apple and company standards.

The Service Center Supervisor leads the service center team by supervising Frontliners, Apple Technicians, and Parts Management Associate while ensuring the achievement of operational KPIs including customer satisfaction, repair turnaround time, service revenue, inventory accuracy, and compliance with Apple's service requirements.

The role serves as the acting head of the service center in the absence of the Service Center Manager and provides operational support across all functions to ensure uninterrupted business operations.

KEY RESPONSIBILITIES

1. Service Center Operations

• Oversee the day-to-day operations of the service center to ensure smooth and efficient workflow.
• Ensure compliance with Apple Authorized Service Provider (AASP) operational standards and company policies.
• Monitor daily service volume, repair status, customer queue, and technician productivity.
• Ensure the service center consistently meets operational KPIs and service level agreements (SLA).
• Maintain an organized, safe, and compliant workplace following 6S workplace standards.

2. Customer Experience

• Ensure delivery of exceptional customer service consistent with Apple's customer experience standards.
• Handle Level 1 customer escalations and resolve service issues promptly and professionally.
• Support Frontliners in managing difficult customer situations.
• Monitor Customer Satisfaction (CSAT), Dissatisfaction (DSAT), and Net Promoter Score (NPS) results and implement improvement initiatives.
• Ensure customers receive timely updates regarding repair progress and service commitments.

3. Technical Operations

• Coordinate repair workflow with Apple Certified Technicians.
• Ensure repairs comply with Apple technical standards, warranty policies, and repair procedures.
• Monitor Repair Turnaround Time (TAT) and First-Time Fix Rate.
• Escalate complex technical issues to the Service Center Manager or Apple support channels when necessary.
• Support quality audits and ensure repair documentation is complete and accurate.

4. Inventory and Asset Management

• Oversee inventory accuracy of Apple spare parts, tools, accessories, and service equipment.
• Ensure proper receiving, storage, issuance, reconciliation, and disposal of service parts.
• Monitor inventory levels to prevent shortages or excess stock.
• Conduct regular inventory counts and coordinate variance investigations.
• Ensure compliance with Apple inventory security requirements.

5. Financial and Administrative Management

• Oversee daily cash collections, POS reconciliation, deposits, and financial documentation.
• Ensure daily sales are deposited according to company policy.
• Monitor service revenue and warranty claims.
• Review daily transactions for completeness and accuracy.
• Safeguard company assets and ensure adherence to internal control procedures.

6. People Leadership

• Supervise Frontliners, Apple Technicians, and Spare Parts Custodians.
• Prepare work schedules and manpower assignments based on business requirements.
• Monitor attendance, productivity, and performance.
• Coach employees to improve customer service, technical quality, and operational performance.
• Assist in onboarding and training new team members.
• Foster teamwork, accountability, and a customer-first culture.

7. Compliance and Quality Assurance

• Ensure compliance with Apple operational standards, warranty requirements, and audit guidelines.
• Monitor adherence to company Standard Operating Procedures (SOPs).
• Conduct regular operational and workplace audits.
• Identify process improvement opportunities to increase efficiency and service quality.
• Ensure data privacy and confidentiality of customer information.

8. Reporting and Performance Monitoring

• Prepare and submit accurate operational reports including: a. Daily Sales Report b. Daily Service Operations Report c. Technician Productivity Report d. Spare Parts Inventory Report e. Weekly Operations Review f. Monthly Performance Dashboard g. KPI Performance Reports
• Escalate operational risks, recurring customer issues, compliance concerns, and business disruptions to the Service Center Manager in a timely manner.

QUALIFICATIONS

1. Education

• Bachelor's Degree in Business Administration, Engineering, Information Technology, or related field.

2. Experience

• At least 3–5 years of supervisory experience in a customer service, retail operations, aftersales service, or Apple Authorized Service Center environment.
• Experience managing technical service operations is highly preferred.
• Experience supervising technical and customer-facing teams.