Dealer Service Coordinator at SIMS Nigeria Limited

Role Overview

• We are seeking a proactive and customer-focused Dealer Service Coordinator to manage and coordinate after-sales service activities across the company's authorized dealers and service partners.
• The ideal candidate will be responsible for ensuring dealers deliver consistent, high-quality service in line with company and manufacturer standards.
• This role will coordinate warranty administration, technical support, service performance, dealer compliance, and customer issue resolution while fostering strong relationships with dealer networks to enhance customer satisfaction and brand loyalty.

Key Responsibilities

• Coordinate after-sales service operations across all assigned authorized dealers and service partners.
• Serve as the primary liaison between the company and dealer service teams, ensuring effective communication and issue resolution.
• Monitor dealer service performance against established Service Level Agreements (SLAs), quality standards, and key performance indicators.
• Provide technical guidance and operational support to dealer service personnel to ensure consistent service delivery.
• Coordinate warranty claim processing, ensuring accuracy, completeness, and compliance with company and manufacturer policies.
• Monitor dealer repair turnaround times, first-time fix rates, and customer satisfaction, implementing corrective actions where necessary.
• Conduct regular dealer service audits to assess operational performance, technical capability, and compliance with company standards.
• Coordinate onboarding, training, and certification programs for dealer technicians and service advisors.
• Work closely with the Spare Parts team to ensure dealers have adequate parts availability to support timely repairs.
• Manage escalated service issues from dealers and customers, ensuring prompt resolution and effective communication.
• Analyze dealer service reports and identify trends, recurring product issues, and opportunities for process improvement.
• Support product launches by ensuring dealer service readiness, technician training, service tools, and technical documentation are in place.
• Maintain accurate records of dealer performance, warranty claims, audit findings, and service improvement initiatives.
• Collaborate with Sales, Technical Support, Logistics, and Regional Service teams to improve dealer service operations and customer experience.
• Ensure dealers comply with company policies, brand standards, health and safety requirements, and operational procedures.
• Prepare periodic performance reports and present service insights and recommendations to management.

Qualifications & Experience

• Bachelor's degree or Higher National Diploma (HND) in Engineering, Business Administration, Operations Management, or a related field.
• Professional certification in Customer Service, Service Management, or Operations Management is an added advantage.
• Minimum of 4 years' experience in after-sales service, dealer management, technical support, or service operations.
• Experience in the consumer electronics, home appliances, automotive, telecommunications, or related industry is highly preferred.
• Experience working with dealer or distributor service networks is an advantage.