Monitor team’s performance metrics and identify areas for improvement and implement corrective actions as needed. Foster a customer-centric culture within the repair center team, emphasizing responsiveness, accuracy, and high-quality repairs. Manage and oversee the repair center operations, including diagnosing and repairing product issues, managing spare parts inventory, and ensuring timely completion of repairs. Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions. Implement quality control measures to ensure repaired products meet company standards and customer expectations. Provide direct customer communications, updates and support customer escalations. Maintain the technical knowledge database and know-how for lasers within the repair center’s area of responsibility. Be the go-to person for customers and colleagues for all assigned laser products. Coordinate and oversee all service-related activities, including warranty claims processing, product replacements, and service contract management. Ensure compliance with service policies, procedures, and documentation to ensure that company follows industry regulations and company standards. Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and address recurring product issues and improve product reliability. Drive assigned continuous improvement initiatives to enhance service efficiency, reduce costs, and increase customer satisfaction.