Technical Service Manager - Multi-Brand at iStore

About the Role

• The Service Manager – Multi-Brand is a hands-on operational leader responsible for the end-to-end repair journey across all “other brands” service operations within Core Group’s national footprint.
• This role owns the full lifecycle of repairs and requires strong on-the-floor involvement to ensure operational excellence, compliance, and a premium customer experience.

Key Responsibilities

Operational Leadership

• Lead and oversee daily workshop operations across multiple service centres
• Provide hands-on technical guidance and resolve complex escalations
• Drive a high-performance, solutions-focused service environment

New Brand Onboarding & Setup

• Lead onboarding of new brands and service capabilities
• Oversee workshop setup, layout, and tooling installation
• Ensure technician onboarding and readiness
• Deliver operational readiness within required timelines

End-to-End Repair Lifecycle

• Take full accountability for the repair journey from collection to delivery
• Enforce strict handling, packaging, and transit procedures
• Eliminate risk and ensure zero damage liability

Operational Efficiency (WIP & TAT)

• Monitor and manage Work-In-Progress (WIP)
• Conduct regular open-job analysis
• Drive turnaround times and SLA adherence
• Optimise ticket throughput across all service centres

Quality & Audit Readiness

• Ensure all service centres are audit-ready at all times
• Conduct regular physical inspections
• Maintain technician certification compliance
• Reduce repeat repairs and improve service quality

Inventory & Asset Management

• Oversee cycle counts and stock accuracy
• Investigate and resolve discrepancies within required timelines
• Maintain strict asset control and minimise stock loss

Minimum Requirements

• Relevant IT or Electronics diploma/degree
• Minimum 5 years’ experience in a senior service or repair management role
• Proven experience in high-volume electronics or mechanical repair environments
• Demonstrated hands-on operational leadership

Technical Requirements:

• Strong understanding of mobile device repair workflows
• Experience with micro-mobility devices (battery safety & mechanical systems)
• Exposure to gaming hardware, robotics, or precision electronics repair

Key Skills & Competencies

• Hands-on, practical problem-solving approach
• Strong leadership and decision-making ability
• Ability to build and scale service operations
• Strong people management across remote teams
• Ability to perform in a fast-paced, high-pressure environment
• High attention to detail and quality standards
• Strong organisational and execution skills

Advantageous Experience

• Multi-brand or multi-category service environment exposure
• Experience managing national service operations
• Workshop or service centre setup experience
• Knowledge of OEM/BSP service compliance standards