About the role
- Manage day-to-day L3 repair activities across service centers and repair partners.
- Ensure defective IFPDs and components are diagnosed, repaired, tested, and returned within defined SLAs.
- Monitor repair outcomes and drive improvement in First-Time-Right (FTR) and repair success rates.
- Identify recurring hardware failures and coordinate with technical, quality, and engineering teams for RCA and corrective actions.
- Ensure adherence to defined repair SOPs, testing procedures, QC checkpoints, and documentation requirements.
- Monitor service center performance against Repair TAT, SLA adherence, FTR, rejection rate, repeat failure and pending inventory.
- Conduct regular performance reviews with service centers and identify corrective actions.
- Track ageing of repairable units and ensure timely closure of long-pending cases.
- Improve service center productivity and capacity utilization.
- Ensure proper handling and accountability of Teachmint-owned inventory at service centers.
- Manage cannibalization of defective/non-repairable units to recover usable components.
- Define and monitor processes for component recovery, inspection, tagging, storage and system updates.
- Ensure recovered components are appropriately classified as reusable, repairable or scrap.
- Track component recovery yield and cost savings from cannibalization.
- Coordinate with inventory and service teams for redeployment of recovered components.
- Manage board/component swapping and device-level replacement wherever repair is not commercially or operationally viable.
- Ensure correct identification and traceability of swapped components and devices.
- Monitor swap-related inventory movement and ensure accurate serial-number mapping.
- Drive refurbishment of repairable devices for reuse as service/replacement stock.
- Monitor availability and consumption of critical repair components and spares.
- Identify shortage, excess and slow-moving repair inventory.
- Ensure accurate inward/outward, consumption, replacement and scrap transactions.
- Work closely with warehouse and procurement teams to maintain adequate repair inventory.
- Track component-level failure and consumption trends.
- Analyze recurring failures and repair rejection trends.
- Work with OEM/ODM, Quality and Engineering teams on RCA and CAPA.
- Identify opportunities to reduce warranty cost through improved repair and component recovery.
- Drive improvements in repair SOPs, diagnostics and testing processes.
- Maintain dashboards and reports covering repair performance and service center health.
- Maintain daily/weekly dashboards covering:
- Repair TAT
- SLA adherence
- FTR %
- Repair success %
- Repeat failure %
- Pending/ageing units
- Cannibalization yield
- Component recovery
- Swap rate
- Repair cost
- Service center productivity
- Provide actionable insights to the Service Operations and Supply Chain leadership.
- L3 Repair SLA Adherence
- Repair TAT
- First-Time-Right %
- Repair Success Rate
- Repeat Failure %
- Service Center Productivity
- Ageing Reduction
- Cannibalization Recovery %
- Component Recovery Yield
- Repair Cost / Unit
- Warranty Cost Reduction
- Inventory Accuracy
- 1–3 years of experience in L3 repair/service operations.
- Hands-on experience in electronics repair, preferably:
- IFPD / Interactive Displays
- LED/LCD TVs
- Laptops / Monitors
- Consumer electronics
- Embedded electronic devices
- Strong understanding of motherboards, power boards, display systems, ports, speakers, cameras, touch/IR systems and other electronic components.
- Experience managing external service centers or repair partners.
- Strong understanding of RMA, repair, swap, refurbishment and cannibalization processes.
- Good understanding of serial-number and component-level traceability.
- Strong analytical and problem-solving skills.
- Good Excel/Google Sheets skills; experience with service/ERP tools is preferred.
- Strong stakeholder and vendor management skills.
- Hands-on and comfortable working with service centers.
- Strong ownership of SLA and operational metrics.
- Ability to identify root causes rather than only resolving individual cases.
- Cost-conscious approach towards repair vs. replacement decisions.
- Strong attention to inventory and serial-number accuracy.
- Comfortable working in a fast-paced and evolving environment.