Service Center Manager at SIMS Nigeria Limited

Job Summary

• The Service Center Manager is responsible for overseeing the operations, performance, profitability and strategic direction of the service center.
• This role involves ensuring customer satisfaction, maintaining service standards, and driving continuous improvement in operational processes.

Key Responsibilities

• Manage daily operations of the service center, ensuring seamless service delivery and customer satisfaction.
• Supervise and provide guidance to all staff at the Service Center.
• Oversee the receipt, storage, and dispatch of spare parts, ensuring accuracy and availability of stock.
• Monitor and evaluate staff performance, providing coaching and training where necessary.
• Establish and track service KPIs, such as customer satisfaction, response/resolution time, and inventory accuracy.
• Ensure prompt resolution of escalated customer issues and complaints.
• Coordinate with procurement and technical teams to align spare parts inventory with service requirements.
• Maintain compliance with company policies, safety procedures, and regulatory standards.
• Prepare and present periodic reports on service performance, customer feedback, and inventory levels.
• Drive continuous improvement initiatives to enhance service center operations and customer experience.

Qualifications

• B.Sc. / HND in Business Administration, Supply Chain, or related field. A Master’s degree is an added advantage.
• 5–7 years experience in customer service or service operations, with at least 2 years in a managerial role.
• Proven experience overseeing inventory or spare parts operations is highly desirable.
• Strong leadership, team management, and conflict resolution skills.
• Excellent communication, analytical, and organizational abilities.
• Proficiency in Microsoft Office Suite and ERP/inventory management software.