Johannesburg: Customer Service & Repair Operations Manager – Gauteng, Lanseria

We are seeking a high-energy Customer Service & Repair Operations Manager to lead our Gauteng-based service hub. This isn’t just a desk job—it’s a role for a technically-minded leader who understands that exceptional customer service is built on the foundation of efficient repair cycles , inventory precision , and workflow management . You will bridge the gap between technical repair teams and our customers, ensuring every electronic product is diagnosed, repaired, and returned with speed and quality. Key Responsibilities Repair Excellence & Technical Oversight Oversee the end-to-end repair process for consumer and industrial electronics. Monitor repair quality to reduce “re-works” and ensure adherence to ESD (Electrostatic Discharge) and ISO quality standards. Troubleshoot complex technical escalations and provide mentorship to the technician team. Strategic Inventory Management Maintain optimal stock levels of critical electronic components. Maintain and manage the real-time tracking systems to prevent stockouts, theft and manage component life cycles/obsolescence. Workflow & Process Optimization Manage the daily workshop workflow to target a 3-day turnaround time on standard repairs. Use our POS to track ticket queues, technician productivity, and job completion times. Coordinate between the front-of-house (service desk) and back-of-house (workshop) to ensure transparent customer updates. Customer Relationship Management Act as the primary escalation point for complex technical queries, providing professional and jargon-free solutions. Analyse the department for to identify and fix bottlenecks in the repair workflow. Requirements & Qualifications Technical Background: A National Diploma or Degree in or a related technical field is essential. Experience: 3–5 years in a managerial role within a technical service, electronics manufacturing, or repair environment. Inventory Expertise: Proven experience using ERP systems (e.g., NetSuite) or specialized inventory software for part-level tracking. Leadership: Strong ability to manage and motivate a team of technicians and support staff in a high-pressure, fast-paced environment. Operational Skills: Excellent understanding of workflow mapping, resource allocation, and quality control procedures.