Senior Service Technician (Aftersales) - iStore Africa at Core Group

Job Description

• Core Group represents some of the world’s most valued and beloved brands in Sub-Saharan Africa. Our mission is to empower individuals and organisations with the world's leading personal technology products and services.
• The after-sales Tech Support Lead is responsible for leading and managing the repair and after-sales service operation across all iStore Africa locations. This role owns the full repair journey, ensuring efficient turnaround times, exceptional repair quality, operational compliance, and a world-class customer experience aligned with Apple standards.
• The role also drives service readiness for new store openings across Africa while protecting warranty revenue and operational efficiency.

Key Performance Areas:

Repairs & Collections

Ensure all stores follow the correct device intake and handover process, including:

• Proof of purchase verification
• Find My Device deactivation
• Accurate device condition documentation
• Oversee proper packaging and shipping procedures to prevent transit damage.
• Ensure full compliance with Apple data privacy standards and communication protocols regarding customer data liability.
• Manage the smooth movement of devices and parts between stores, hubs, and cross-border locations.
• Handle communication and logistics for out-of-warranty repairs and voided warranty devices.

Repair Quality & Turnaround Times

• Drive fast and efficient repair turnaround times across all stores.
• Support same-day screen and battery repairs where operationally possible.
• Ensure at least 95% of repair tickets are managed within SLA.
• Maintain repeat repair rates below 3% by identifying root causes and implementing corrective actions.
• Ensure all technicians maintain valid Apple certifications (ACMT/ACiT).

Stock & Parts Management

• Maintain stock variance below 0.02%.
• Ensure daily and weekly stock counts are completed across all service locations.
• Monitor parts availability to avoid repair delays.
• Maintain an accurate fixed asset register for tools and workshop equipment.
• Identify, manage, and reduce shrinkage across all sites.

Customer Experience

• Ensure customer escalations are responded to within 24 hours.
• Drive continuous improvement in customer satisfaction (CSAT) scores across all regions.
• Implement and maintain a consistent complaint resolution process.
• Improve the in-store technical support desk experience to enhance customer satisfaction and support sales conversion.

New Store Openings & Expansion

• Lead service department setup for all new iStore Africa locations within 30 days of store opening.
• Ensure all workshops are fully operational, calibrated, clean, and Apple audit-ready from day one.
• Maintain consistent service standards across all African regions.

Compliance & Audits

• Conduct annual Apple compliance audits across all service locations with a target of zero major findings.
• Ensure 100% technician certification compliance at all times.
• Maintain compliance with GSX procedures, Apple privacy standards, local regulations, and safety requirements.
• Ensure workshop calibration schedules and operational standards are maintained consistently across all sites.

Minimum Requirements:

• Relevant qualification in Operations, Technical Services, Engineering, Business Management, or related field.
• Minimum 5–8 years’ experience in after-sales service, technical operations, or repair centre management.
• Experience managing multi-site operations across multiple regions or countries.
• Strong understanding of repair workflows, SLA management, inventory control, and customer service operations.
• Experience within retail, technology, telecommunications, or consumer electronics environments preferred.
• Strong leadership, operational planning, and stakeholder management skills.
• Willingness to travel regularly across Africa.

Key Competencies:

• Operational Excellence
• Leadership & Team Management
• Customer-Centric Mindset
• Attention to Detail
• Problem Solving & Decision Making
• Process Improvement
• Compliance & Risk Management
• Communication & Stakeholder Engagement
• Planning & Organising
• Accountability & Ownership