Head of Operations (After Sales Support) at eRecruiter Nigeria

• The Head of Operations will lead the support operations, manage engineering teams, and ensure exceptional after sales service delivery across all product categories. This role requires strategic leadership, operational excellence, and a strong technical background in consumer electronics and IT hardware.

Key Responsibilities

Strategic Leadership 

• Define and execute the objective, vision, strategy, and roadmap for the Company.  
• Align support operations with the company’s overall business goals. 

Operational Management 

• Oversee day-to-day operations of the support center, including repair services, customer service and logistics.
• Ensure timely and high-quality servicing of all supported brands. 

Team Leadership 

• Lead and manage a team of engineers and technical support staff. 
• Drive performance, training, and development of the support team. 

Vendor & Brand Coordination 

• Liaise with OEMs and brand partners (e.g., HP, Samsung, Tecno) to ensure compliance with warranty and service standards.
• Manage escalations and technical support relationships with vendors.

Customer Experienc

• Ensure customer satisfaction through efficient service delivery and issue resolution.
• Implement feedback mechanisms and continuous improvement initiatives. 

Reporting & Compliance 

• Monitor KPIs and generate regular performance reports. 
• Ensure compliance with industry standards, safety regulations, and internal policies.

Requirements

• Bachelor’s degree in engineering, Computer Science, or related field (Master’s preferred).
• Minimum of 8–10 years of experience in technical support or after-sales service, with at least 3 years in a leadership role.
• Proven experience managing multi-brand support operations.
• Strong understanding of electronics, IT hardware, and mobile devices.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Skills

• Experience working with OEMs and managing warranty processes.
• Familiarity with service management tools and CRM platforms.
• Ability to drive operational efficiency and team performance.
• Strategic thinking with hands-on execution capability.