Digital Repair Specialist

Role Overview

Reliance Jio is seeking a Digital Repair Specialist to operate in Hindupur, Andhra Pradesh. The role involves managing technician certifications, training programs, and ensuring optimum repair and customer service operations.

Key Responsibilities

• Identify and onboard suitable partners and technicians, completing necessary certifications.
• Manage technician availability, including upgrades and termination processes.
• Organize and facilitate various training programs such as initial inductions, reskilling, upskilling, and ongoing refresher sessions.
• Provide practical field training through on-the-job training initiatives.
• Monitor performance metrics and key performance indicators of partners and technicians consistently.
• Implement corrective measures based on performance evaluations.
• Support and guide timely issue resolution to uphold customer satisfaction.
• Perform audits, reconcile inventory, and inspect FTTx devices regularly.
• Attend to walk-in customers, manage device repairs and swaps, update CRM entries, and handle software upgrades.
• Train and assist extended service points to maintain quality standards.
• Travel to various service touchpoints as required.
• Manage complaint handling, conduct out-calls, and deliver coaching to Jio associates when needed.

Required Qualifications and Experience

• Diploma in Electronics & Communication Engineering, Telecommunication, Information Technology, or Computer Science preferred.
• Between 2 to 4 years of relevant industry experience.

Essential Skills

• Proficient in handset repair techniques.
• Understanding spare parts operations.
• Familiar with Customer Relationship Management (CRM) systems.
• Strong technical expertise and capability in managing field teams.
• Experienced in direct customer engagement including repairs, CRM data handling, and software updates.