Technical Services Manager

Technical Service Manager (TS): Responsible for monitoring the return of goods from customers/Carriers to the repair center. Work to ensure that all return policies are followed throughout the returns process. Provide technical documentation and technical support to both clients (Carriers) and vendors (Repair centers). Respond to inquiries, troubleshoot, and resolve technical problems in a timely and efficient manner.

Roles & Responsibilities:

• Monitor returned product quantities received at repair centers to align with forecasts and adjust repair plans as needed.
• Compile the technical documentations and tools required for new products and submitting it to the customers and repair centers.
• Respond to customers and repair centers questions, issues reports, and requests for tools, documents etc.
• Train and support repair centers during product launches, including on-site visits for training sessions.
• Track technical issues, collect samples, analysis, root cause, follow up and resolution. Done by visiting the RC to collect samples of defective products, performing deeper tests and analysis.
• Ensure that the weekly repair plans for the different customers are on track and that the monthly goals will be achieved. Done by reviewing daily production reports and data captured from the repair centers reporting platforms.
• Create and submit invoices for the Out of warranty repair program to the customers. The OOW repair program is one of the revenue sources for the Customer Care department. Done by compiling a report with the qty of unit repaired under this program, comparing it to the date showed by the customer, submitting the report to finance and requesting the creation of the invoice, then submitting the invoice to the customer.
• Provide Weekly Reporting of Activities, Challenges, Ongoing Technical Issues, and open RC Orders.
• Manage Software Tools, Kill Switch software and testing for all devices.
• Coordinate special projects with the RCs as needed.
• All other duties as assigned by management.

Qualifications:

• Bachelor's degree with 3-5 years of full-time experience.
• Previous experience in Technician L2 or L3 support in the repair industry.
• Preferred experience in the wireless industry, including mobile phone repairs, IoT product repairs, and electronic repairs.
• Technical proficiency to support both software and hardware based on repair metrics.
• Ability to utilize standard test equipment found in repair centers; knowledge of 4G/5G RF test equipment is a plus.
• Service experience in related fields such as Authorized Service Center (ASC) operations, After Sales Support, Warranty processes, and direct wireless channel experience.
• Professionalism, accessibility, and flexibility to adapt to departmental needs.
• Strong teamwork skills, capability to handle fast-paced environments, self-starter mentality, and excellent time management abilities.
• Exceptional customer service, both verbal and written communication skills, commitment to quality, strong interpersonal skills, and willingness to grow within the wireless industry.