Service and Repair Lead

7 days ago

Singapore Vista Musical Instruments Full time

Vista Musical Instruments is an innovative, global collective of music-related brands dedicated to building meaningful products and experiences for the music community. Brands include MONO, Teisco, Harmony, Heritage Guitars and Swee Lee. Vista Musical Instruments is headquartered in Singapore, with operations in USA, UK and APAC, and is a division of Caldecott Music Group.

We are looking for an experienced Service and Repair Lead to champion our efforts of providing professional and outstanding repair services here at Swee Lee. This is an important role where leadership is expected. The successful hire will be responsible for every aspect of the service and repair journey for our customers: from collection of items, documentation, regular repair updates to final resolution of the issue.

**Responsibilities**
- Oversee daily operations of our service centre
- Recruit, train, guide and manage a team of repair technicians and administrative support staff
- Develop and implement relevant policies, procedures and best practices to ensure the highest level of quality and efficiency for services done
- Handle and resolve urgent or escalated service tickets promptly, eventually leading to high levels of customer satisfaction
- Actively engage other stakeholders such as category managers, customer support or logistics to resolve the issue for the customer in a timely and professional manner
- Assist with estimation of repairs
- Communicate with brands/suppliers to inquire on replacement parts or diagnostic procedure
- Provide quality control of finished repairs
- Ensure repair centre’s equipment and tools are well maintained
- Own and monitor KPIs to evaluate the effectiveness of repair and maintenance operations, identify areas for improvement and implement necessary changes
- Track revenue and cost, and manage budget of the department
- Ensure compliance with regulatory and relevant safety requirements
- Update management with reports on department’s performance, progress and action plans for improvement

**Requirements**:

- Degree or diploma in relevant fields such as Electronics Engineering or related field is preferred
- At least 8 years of experience in electronic repairs and servicing
- At least 3 years of leadership experience in managing teams and operations
- Extremely customer-oriented
- Proficient in Microsoft Office suit or Google Workspace
- Proficient in ERP-based or service management software is a plus
- Excellent communication skills
- Music background is a plus, but not required
- Our service centre is located in the west of Singapore
- Overseas prospects may apply

**Benefits**
- Healthcare program
- Modern work environment
- Staff discounts on musical instruments and lessons
- Attractive relocation package available
- Travel allowance available

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