Regional Service Manager - Lagos at SIMS Nigeria Limited

Role Overview

• We are seeking a highly experienced and customer-focused Regional Service Manager – West to lead and manage all after-sales service operations across the Western Region.
• The ideal candidate will be responsible for ensuring operational excellence across multiple service centers, driving service quality, enhancing customer satisfaction, and achieving regional service performance targets.
• This role will oversee service delivery, warranty administration, technical support, spare parts coordination, and team development while ensuring compliance with company policies and manufacturer standards.

Key Responsibilities

• Lead and oversee the operations of all service centers within the Western Region to ensure consistent, high-quality after-sales service.
• Develop and implement regional service strategies that support business objectives and improve customer satisfaction.
• Ensure timely diagnosis, repair, installation, and maintenance of products in line with company standards and Service Level Agreements (SLAs).
• Monitor regional 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 branch visits, operational reviews, and service audits to ensure adherence to company policies, technical standards, and quality procedures.
• Manage and mentor Service Center Supervisors, Service Engineers, Technicians, and Customer Service teams to enhance productivity and performance.
• Identify training needs and coordinate technical and customer service development programs.
• Collaborate with the Spare Parts team to ensure adequate inventory availability and minimize service delays.
• Oversee warranty claim processing and ensure accuracy, compliance, and timely submission.
• Manage escalated customer complaints and implement effective corrective actions to improve service delivery.
• Analyze service reports and operational data to identify trends, develop improvement initiatives, and optimize regional performance.
• Work closely with Sales, Operations, Logistics, and Product teams to support product launches, service readiness, and customer retention.
• Monitor regional service budgets and operational expenses while identifying opportunities for cost optimization.
• Ensure compliance with health, safety, environmental, and regulatory standards across all service locations.
• Prepare and present weekly, monthly, and quarterly regional service performance reports to senior management.
• Drive continuous improvement initiatives that enhance operational efficiency, service quality, and customer experience.

Qualifications & Experience

• Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related discipline.
• Professional certifications in Service Management, Operations Management, or Project Management are an added advantage.
• Minimum of 7 years' 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 centers and geographically dispersed teams.