Service Centre Supervisor at SIMS Nigeria Limited

Location: Victoria Island, Lagos

Core Responsibilities

• Oversea daily operational activities on pending jobs.
• Allocation of jobs to the technicians and monitoring their activities.
• Review of daily working report with team and taking corrective measures.
• Coordination with spare parts officers the placing of parts orders & tracking.
• Ensure meeting of KPI (TAT/CSAT/LTP/Engr. productivity/DWR Accuracy, etc.
• Ensure quality service delivery with minimum recurrent repair.
• Reduction of customer escalations.
• Daily monitoring of technician productivity.
• Weekly budget preparation for service operations & approval from service manager.
• Preparation of spare part failure report and sharing same to service manager.
• Responsible for checking local repair possibilities for PNA cases, sharing the repair quotations to service manager for approval.
• Ensuring adequate spares availability at the SVCs (Safety stock planning and execution).
• Generating and achieving out warranty income targets (Reduction in third party repairs installations).
• Monitoring and completion of AMCs (Annual Maintenance Contract).
• Responsible for improving service centre hygiene and compliance to service standards (Job cards, processes, policies).
• Participating in monthly/quarterly spare parts counting and labelling activity.
• Ensuring service cost reduction through proper inventory control method.
• Technical skill monitoring and productivity improvement.
• Arranging training to front, backend and field force team.
• Retail visit for service feedback and working on improvement areas for channel delight.

Required Experience / Qualifications / Skills

• Minimum of HND / B.Sc. in Electrical / Electronic Engineering or any other relevant discipline.
• Minimum of 6-8 years Technical Service / Maintenance experience in a Sales driven organisation.
• Good knowledge of a recognized ERP package.
• Experience in information technology.
• Ability to think outside box.
• Leadership skill.
• Attention to details.
• Communication skill.
• Customer relationship management.
• Knowledge of Microsoft suite-Excel, word & PowerPoint.
• Must be 33-40 years old.
• The ideal candidate should be analytical and must possess good technical service, supervisory, customer handling & inter-personal skills. In addition, he/she must be trustworthy and accountable.