Service Manager (After-sales / Technical Service) at ETL Engineering Services Limited

Job Description

• We are recruiting, on behalf of one of her clients, for the position of Service Manager to lead and continuously improve the company's after-sales service operations — ensuring timely, high-quality resolution of customer complaints, warranty claims, repairs, installations, and technical issues.

Preferred Background: 

• Candidates with hands-on experience in freezer/refrigerator assembly or home appliance manufacturing are strongly preferred.

Key Responsibilities

• Manage day-to-day after-sales service operations, ensuring requests, repairs, and complaints are resolved within agreed SLAs
• Lead, supervise, and develop service engineers, technicians, and service coordinators; set KPIs and conduct performance reviews
• Oversee resolution of escalated customer complaints; analyse recurring issues and implement corrective actions
• Manage warranty processes — assessment, documentation, approval, and cost control
• Provide technical leadership for product troubleshooting, repair, installation, and maintenance
• Coordinate with Warehouse and Procurement to ensure adequate spare parts availability
• Manage service centre performance and field technician scheduling/deployment
• Develop and maintain service performance dashboards, tracking SLA compliance, first-time-fix rate, customer satisfaction, and warranty costs
• Drive continuous improvement through root-cause analysis and cross-functional collaboration with Sales, Warehouse, Finance, and Product/Technical teams

Requirements

• Bachelor's degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering, or a related technical discipline
• Professional certification in Service Management, Customer Experience, or Engineering is an added advantage
• 7–10 years of relevant experience in after-sales service, technical service, field service, or service operations
• At least 3–5 years in a supervisory or managerial role
• Experience managing technicians, engineers, service centres, or field-service operations
• Experience in freezer/refrigerator assembly, home appliance manufacturing, consumer electronics, or related industrial equipment sectors strongly preferred
• Proven experience managing warranty, repairs, installations, spare parts, and customer complaints
• Experience with service management systems/CRM platforms is an advantage
• Strong leadership, problem-solving, communication, and cross-departmental collaboration skills