Digital Repair Specialist

Role Overview

The Digital Repair Specialist position involves managing and supporting partner technicians to ensure excellent service delivery and customer satisfaction in device repair operations.

Key Responsibilities

• Identify, onboard, and certify partner technicians to maintain service standards.
• Manage availability, upgrades, and terminations of partners efficiently.
• Deliver initial training, reskilling, upskilling, and regular refresher sessions for technicians.
• Provide practical hands-on training through on-the-job training (OJT) methodologies.
• Monitor key performance indicators (KPIs) and evaluate technician and partner performance.
• Implement corrective measures based on assessment results to improve service quality.
• Offer guidance and support for resolving issues within defined turnaround times, ensuring customer satisfaction.
• Perform audits, reconcile inventory, and inspect FTTx devices to maintain operational standards.
• Handle direct customer engagements including walk-ins, device repairs, swaps, CRM entries, and software updates.
• Train and support points offering extended services to maintain consistency.
• Travel to various touchpoints as required to oversee operations.
• Manage complaints, conduct outbound calls, and coach Jio associates to enhance service quality.

Additional Information

This role requires proactive involvement in quality management and team support to sustain high customer service levels.