Aftersales Technical Support Lead - iStore Africa

About the Role

Core Group represents some of the world’s most recognised technology brands across Sub-Saharan Africa. Our mission is to empower individuals and organisations with leading technology products and services.

The Aftersales Technical Support Lead is responsible for overseeing repair operations and after-sales service delivery across all iStore Africa locations. This role ensures a consistent, high-quality repair experience by driving operational efficiency, maintaining Apple service standards, and supporting technician capability across the network.

The successful candidate will take ownership of the end-to-end repair journey, focusing on turnaround times, repair quality, compliance, customer satisfaction, and service readiness for new store openings across Africa.

Key Responsibilities

Repairs & Collections

• Ensure all stores follow the correct intake process (proof of purchase, Find My disabled, device condition recorded).
• Oversee safe packaging and shipping of devices to prevent damage in transit.
• Enforce Apple data privacy requirements and ensure customers are clearly informed of liability limitations.
• Manage movement of devices and parts between stores, hubs, and cross-border locations.
• Handle out-of-warranty and warranty-void communication and logistics.

Repair Quality & Speed

• Drive fast turnaround times across all stores, including same-day screen and battery repairs where possible.
• Ensure at least 95% of repair tickets are completed within SLA.
• Keep repeat repairs below 3% by identifying and fixing root causes.
• Ensure all technicians maintain valid Apple certifications (ACMT/ACiT).

Stock & Parts

• Maintain stock accuracy with variance below 0.02%.
• Ensure regular stock counts across all sites.
• Keep parts availability aligned to demand to avoid repair delays.
• Maintain accurate tools and equipment registers.
• Reduce shrinkage across all locations.

Customer Experience

• Respond to escalations within 24 hours.
• Improve CSAT scores across all regions.
• Ensure a consistent complaint resolution process.
• Improve the in-store technical desk experience to support both satisfaction and sales conversion.

New Stores & Expansion

• Own service readiness for all new store openings in Africa within 30 days.
• Ensure workshops are fully set up, calibrated, clean, and Apple audit-ready before launch.
• Standardise service operations across all regions.

Compliance & Audits

• Conduct annual Apple audits with a target of zero major findings.
• Ensure 100% technician certification compliance at all times.
• Maintain compliance with GSX, Apple standards, privacy laws, and local regulations.
• Ensure workshop safety, calibration, and operational standards are consistently applied.

Reporting & Systems

• Maintain dashboards tracking repair speed, capacity, and parts availability.
• Provide weekly performance reports to regional GMs.
• Ensure high data accuracy (98%+).
• Improve and streamline systems such as FileMaker and GSX where needed.

Efficiency & Innovation

• Improve repair capacity and reduce operational bottlenecks.
• Drive adoption of booking systems to reduce queues and improve flow.
• Continuously improve processes and measure impact.

Team Leadership

• Lead Technical and Customer Service Supervisors across multiple countries.
• Ensure ongoing training, certification, and skills development.
• Run weekly and bi-weekly operational meetings across regions.
• Maintain KPAs, scorecards, and performance reviews.
• Drive Core Group values in daily execution: Focus, Passion, Innovation, Get Things Done, Embrace Difference, Integrity.
  

What We’re Looking For

Experience

• 5+ years in after-sales/service operations, ideally within Apple or premium electronics environments.
• Experience managing multi-country or multi-site service operations.
• Strong background in high-volume repairs, parts management, and returns.
• Proven track record of passing Apple or equivalent service audits.
• Comfortable working across diverse teams and geographies.

Education & Certification

• Degree in Business, Operations, Engineering, IT, or similar.
• Apple certifications (ACMT / ACiT / ACSP) preferred.
• Lean Six Sigma or ITIL is an advantage.