Service Center Head – Lead Operations & Technical Team

About the role

The Service Center Head will oversee all day‑to‑day operations of the service centre in Cairo, ensuring efficient handling of customer repairs, warranty cases, and project‑related services. The role combines leadership, technical expertise, and continuous process improvement.

Key responsibilities

• Lead daily service centre activities covering repairs, warranty processing, retail returns and internal technical tasks.
• Design and refine standardized workflows for equipment receipt, diagnosis, quotation, repair, quality control, invoicing and delivery.
• Maintain calibration and availability of diagnostic tools and testing equipment.
• Manage escalated, key‑account and high‑priority complaints to timely resolution.
• Oversee warranty claims, RMA processes and coordination with manufacturers.
• Supervise spare‑parts warehouse, ensure inventory accuracy and set reorder levels.
• Drive revenue opportunities through repairs, maintenance contracts and spare‑parts sales.
• Coach and develop engineers, technicians and customer‑service staff, establishing KPIs and conducting performance reviews.

Required profile

• Bachelor’s degree in Electronics, Electrical, Communications or Mechatronics Engineering.
• 8–10 years of technical after‑sales experience, with at least 3–5 years in a managerial role leading a service centre.
• Strong background in professional AV, consumer electronics, security systems or IT/networking.
• Proven experience in warranty management, RMA handling, spare‑parts planning and budgeting.

Required skills

• ERP/service‑management systems
• Advanced Excel for reporting and KPI dashboards
• Diagnostic and calibration tools
• Warranty management processes
• RMA (Return Merchandise Authorization) procedures
• Spare‑parts inventory management