Senior Digital Repair Specialist

About the Role

Jio is currently seeking a Senior Digital Repair Specialist to join the team at Madanapalle, Andhra Pradesh. This full-time, on-site position involves overseeing partner and technician certification, ensuring operational readiness, training, and improving repair processes to maintain high customer satisfaction.

Responsibilities

• Evaluate and certify onboarded partners and technicians to maintain quality standards.
• Manage availability, coordinate upgrades, and handle terminations of partners or technicians.
• Conduct initial and continuous training sessions, including re-skilling, up-skilling, and periodic refreshers.
• Implement on-the-job practical training (OJT) sessions to enhance hands-on skills.
• Monitor key performance indicators and evaluate partner and technician productivity.
• Initiate corrective measures based on performance assessments.
• Direct and assist the resolution of technical issues within stipulated turnaround times to ensure customer satisfaction.
• Perform audits, inventory checks, and FTTx device inspections to ensure quality and compliance.
• Manage walk-in customer interactions, including device repairs, swaps, entry of data into CRM systems, and software updates.
• Provide training and support to extended service locations.
• Travel as required to various service touchpoints.
• Handle complaint management, conduct outbound calls, and coach internal and associate teams as necessary.

Requirements

• Diploma qualification preferably in Electronics and Communication Engineering (ECE), Telecommunication, Information Technology, or Computer Science.
• Between 2 to 4 years of relevant professional experience.

Skills Needed

• Proficiency in handset repair and associated technologies.
• Understanding of spare parts operations and logistics.
• Familiarity with Customer Relationship Management (CRM) systems.
• Technical expertise relevant to the digital repair domain and ability to manage field teams.
• Experience managing walk-in customer service, device repairs, swaps, CRM data entry, and software upgrades.