Area Service Manager at SIMS Nigeria Limited

Location: North East, North Central, South South, Nigeria

Role Overview

• We are seeking a highly experienced, results-driven, and customer-focused Area Service Manager to oversee and manage all after-sales service operations within an assigned geographical area.
• The ideal candidate will be responsible for ensuring efficient service delivery, maintaining high service quality standards, driving customer satisfaction, and achieving area service performance targets.
• This role will oversee service centre operations, technical support, warranty administration, spare parts coordination, team development, and compliance with company policies and manufacturer standards.

Key Responsibilities

• Oversee the daily operations of all service centres within the assigned area to ensure consistent, high-quality after-sales service.
• Ensure timely diagnosis, repair, installation, and maintenance of products in line with company standards and Service Level Agreements (SLAs).
• Monitor area service performance and drive improvements in key metrics, including turnaround time (TAT), first-time fix rate (FTFR), customer satisfaction (CSAT), and warranty compliance.
• Conduct regular service centre visits, operational reviews, and quality audits to ensure compliance with company policies, technical standards, and service procedures.
• Supervise, coach, and mentor Service Centre Supervisors, Service Engineers, Technicians, Customer Service Officers, and other service personnel within the assigned area.
• Identify training and development needs and coordinate technical and customer service training programmes.
• Ensure prompt resolution of escalated customer complaints and implement corrective actions to improve service delivery.
• Collaborate with the Spare Parts team to ensure adequate inventory availability and minimize service disruptions due to parts shortages.
• Oversee warranty claim processing to ensure accuracy, compliance, and timely submission in line with company and manufacturer requirements.
• Monitor service centre productivity and ensure optimal utilization of manpower, tools, and equipment.
• Analyze service reports and operational data to identify trends, recommend improvements, and optimize service performance.
• Work closely with  Sales, Logistics, Warehouse, and Product teams to support product launches, dealer support, and customer retention initiatives.
• Monitor operational expenses and implement cost-control measures while maintaining service quality.
• Ensure compliance with health, safety, environmental, and regulatory requirements across all service locations.
• Prepare and submit daily, weekly, monthly, and quarterly service performance reports to the Regional Service Manager.
• Drive continuous improvement initiatives that enhance operational efficiency, customer experience, and overall service excellence.
• Ensure all service documentation, repair records, and customer service reports are accurately maintained and updated.
• Support the implementation of new service processes, technologies, and quality improvement initiatives within the assigned area.

Qualifications & Experience

• Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related discipline.
• Professional certifications in Service Management, Operations Management, Project Management, or related fields are an added advantage.
• Minimum of 8 years of experience in after-sales service, technical operations, or service management.
• Experience in the consumer electronics, home appliances, telecommunications, or related industry is highly preferred.
• Proven experience managing multiple service centres or field service operations within an assigned territory.
• Strong leadership, technical problem-solving, customer relationship management, and analytical skills.
• Proficiency in Microsoft Office Suite, ERP systems, and service management software.
• Excellent communication, organizational, and decision-making skills.
• Willingness to travel frequently within the assigned area to support operational excellence and business objectives.