Associate – Operations (L3 Repair & Service Operations)

Associate - Operations (L3 Repair & Service Operations)

Function: Manufacturing & Supply Chain / Service Operations

Location: Bengaluru (On-site)

Experience: 1-3 Years

Role Level: Associate

Industry: Consumer Electronics / IT Hardware / IFPD / Large Display

About the Role

We are looking for an Associate - Operations (L3 Repair) to manage and drive end-to-end L3 repair operations for Teachmint X IFPDs. The role will be responsible for managing service center repair processes, improving repair outcomes, monitoring SLA adherence, and ensuring efficient utilization of repairable inventory, spare parts, and devices.

The ideal candidate should have strong hands-on experience in L3 repair of consumer electronics, display products, IFPDs, LED/LCD TVs, laptops, or similar electronic hardware, along with strong operational and analytical capabilities.

Key Responsibilities

1. L3 Repair Operations

• 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.

2. Service Center Performance Management

• 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.

3. Cannibalization & Component Recovery

• 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.

4. Swapping & Refurbishment

• 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.

5. Inventory & Spare Parts Management

• 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.

6. Quality, RCA & Continuous Improvement

• 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.

7. Data & Reporting

• 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.

Key KPIs

• 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

Required Experience & Skills

• 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.

Preferred Qualities

• 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.

Disclaimer: Kindly note that Teachmint Technologies is an equal opportunity employer. We are dedicated to providing equal opportunities in all aspects of employment, including recruitment, training, and development of employees, which encompasses promotions, transfers, assignments, and various benefits. Teachmint Technologies strictly prohibits discrimination in the workplace based on colour, disability, mariital status, nationality, race, religion, sex, sexual orientation, national or ethnic origins, religious beliefs, or age.