Service Manager at SIMS Nigeria Limited

Role Overview

• We are seeking a proactive and customer-focused Service Manager to oversee the daily operations of the service department, ensuring the delivery of high-quality after-sales support and technical services.
• The ideal candidate will be responsible for managing service center operations, leading technical and customer service teams, ensuring timely repairs and installations, maintaining warranty compliance, and driving customer satisfaction while achieving operational and financial targets.

Key Responsibilities

• Manage the day-to-day operations of the service center to ensure efficient and effective after-sales service delivery.
• Supervise and support Service Engineers, Technicians, Customer Service Representatives, and other service personnel to achieve departmental objectives.
• Ensure timely diagnosis, repair, installation, and maintenance of products in accordance with company standards and Service Level Agreements (SLAs).
• Monitor and improve key service performance indicators, including turnaround time (TAT), first-time fix rate (FTFR), customer satisfaction (CSAT), and technician productivity.
• Manage warranty claims and ensure accurate processing, documentation, and compliance with company and manufacturer policies.
• Handle escalated customer complaints and implement effective corrective actions to ensure prompt resolution and customer satisfaction.
• Coordinate with the Spare Parts team to ensure the availability of required parts and minimize service delays.
• Conduct quality checks on completed repairs and installations to ensure compliance with technical and quality standards.
• Develop work schedules, allocate resources, and monitor technician workloads to maximize productivity and service efficiency.
• Prepare daily, weekly, and monthly service performance reports for management review.
• Identify training needs and provide coaching and development opportunities for service personnel to improve technical competence and customer service skills.
• Collaborate with Sales, Logistics, Warehouse, and Product teams to support product launches, customer retention, and continuous service improvement.
• Monitor departmental budgets, control operating expenses, and identify opportunities to improve service profitability.
• Ensure compliance with health, safety, environmental, and regulatory requirements within the service center.
• Implement continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.

Qualifications & Experience

• Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related field.
• Professional certification in Service Management, Operations Management, or Project Management is an added advantage.
• Minimum of 6 years' experience in after-sales service, technical support, or service center operations.
• Experience in the consumer electronics, home appliances, telecommunications, or related industry is highly preferred.
• Strong knowledge of service operations, warranty management, and technical support processes.