Service Operation Manager at MeWe Electronics

About the Role

MeWe Electronics is seeking an experienced and results-driven Service Operation Manager to lead and optimize our after-sales service operations in Lagos. The successful candidate will be responsible for managing the company's service network, improving operational efficiency, enhancing customer satisfaction, and driving continuous improvement across all after-sales service functions.

The ideal candidate must possess strong leadership capabilities and proven experience in the 3C's (Computer, Communication & Consumer Electronics) or Home Appliance industry, with a solid understanding of after-sales service management, customer experience, and service network operations.

Key Responsibilities

• Develop, expand, and manage the company's after-sales service network, including authorized service centers and collection points.
• Oversee the daily operations of service centers to ensure efficient, timely, and high-quality service delivery.
• Manage the customer contact center, ensuring prompt handling of customer inquiries, complaints, and repair requests.
• Monitor and improve key service performance indicators (KPIs), including First-Time Fix Rate (FTFR), turnaround time (TAT), service productivity, and customer satisfaction (CSAT).
• Coordinate after-sales logistics, spare parts distribution, inventory support, and service scheduling to ensure seamless operations.
• Develop and implement strategies to improve service quality, operational efficiency, and customer experience.
• Drive value-added service initiatives, including spare parts sales, refurbished products, trade-in programs, and other after-sales business opportunities.
• Handle escalated customer complaints and ensure timely resolution through effective corrective actions.
• Analyze operational performance, prepare management reports, and recommend process improvements based on data analysis.
• Lead, coach, and develop service teams while implementing performance management and continuous training programs.
• Collaborate with Sales, Technical, Logistics, Finance, and Supply Chain departments to improve overall business performance.
• Manage relationships with authorized service partners, contractors, logistics providers, and other external stakeholders.
• Ensure compliance with company policies, service standards, quality requirements, and safety regulations.

Requirements

• Bachelor's Degree or HND in Business Administration, Engineering, Marketing, Supply Chain Management, Operations Management, or a related discipline.
• Minimum of 5 years' experience in After-Sales Service Operations, Service Management, or Customer Service Management, with at least 3 years in a leadership role.
• Mandatory experience in the 3C (Computer, Communication & Consumer Electronics) industry, Home Appliance industry, Consumer Electronics, or a related manufacturing environment.
• Strong knowledge of after-sales service operations, warranty management, service center management, spare parts management, and customer support.
• Experience managing authorized service networks and third-party service providers.
• Proficiency in Microsoft Excel, ERP/CRM systems, and data analysis tools.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership, communication, negotiation, and stakeholder management skills.
• Ability to work in a fast-paced, target-driven environment and manage multiple priorities effectively.
• Fluent in English (spoken and written). Knowledge of Yoruba, Hausa, Igbo, or other Nigerian languages is an added advantage.

What We Offer

• Competitive salary and performance-based incentives.
• Career development and leadership growth opportunities.
• Opportunity to work with one of Nigeria's growing consumer electronics and home appliance companies.
• A collaborative, innovative, and performance-driven work environment.
• Continuous learning and professional development opportunities.