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.
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Ensure all stores follow the correct intake process (proof of purchase, Find My disabled, device condition recorded).
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Oversee safe packaging and shipping of devices to prevent damage in transit.
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Enforce Apple data privacy requirements and ensure customers are clearly informed of liability limitations.
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Manage movement of devices and parts between stores, hubs, and cross-border locations.
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Handle out-of-warranty and warranty-void communication and logistics.
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Drive fast turnaround times across all stores, including same-day screen and battery repairs where possible.
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Ensure at least 95% of repair tickets are completed within SLA.
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Keep repeat repairs below 3% by identifying and fixing root causes.
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Ensure all technicians maintain valid Apple certifications (ACMT/ACiT).
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Maintain stock accuracy with variance below 0.02%.
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Ensure regular stock counts across all sites.
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Keep parts availability aligned to demand to avoid repair delays.
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Maintain accurate tools and equipment registers.
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Reduce shrinkage across all locations.
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Respond to escalations within 24 hours.
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Improve CSAT scores across all regions.
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Ensure a consistent complaint resolution process.
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Improve the in-store technical desk experience to support both satisfaction and sales conversion.
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Own service readiness for all new store openings in Africa within 30 days.
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Ensure workshops are fully set up, calibrated, clean, and Apple audit-ready before launch.
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Standardise service operations across all regions.
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Conduct annual Apple audits with a target of zero major findings.
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Ensure 100% technician certification compliance at all times.
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Maintain compliance with GSX, Apple standards, privacy laws, and local regulations.
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Ensure workshop safety, calibration, and operational standards are consistently applied.
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Maintain dashboards tracking repair speed, capacity, and parts availability.
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Provide weekly performance reports to regional GMs.
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Ensure high data accuracy (98%+).
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Improve and streamline systems such as FileMaker and GSX where needed.
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Improve repair capacity and reduce operational bottlenecks.
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Drive adoption of booking systems to reduce queues and improve flow.
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Continuously improve processes and measure impact.
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Lead Technical and Customer Service Supervisors across multiple countries.
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Ensure ongoing training, certification, and skills development.
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Run weekly and bi-weekly operational meetings across regions.
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Maintain KPAs, scorecards, and performance reviews.
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Drive Core Group values in daily execution: Focus, Passion, Innovation, Get Things Done, Embrace Difference, Integrity.
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5+ years in after-sales/service operations, ideally within Apple or premium electronics environments.
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Experience managing multi-country or multi-site service operations.
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Strong background in high-volume repairs, parts management, and returns.
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Proven track record of passing Apple or equivalent service audits.
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Comfortable working across diverse teams and geographies.
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Degree in Business, Operations, Engineering, IT, or similar.
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Apple certifications (ACMT / ACiT / ACSP) preferred.
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Lean Six Sigma or ITIL is an advantage.
If your application is successful, background checks will be conducted (criminal record, credit, ID verification, matric verification, and references).