Assistant Service Manager - Technical and after Sales Service

Elite Talent Placements

We are recruiting to fill the position below:

Job Title: Assistant Service Manager - Technical and after Sales Service

Location: Lagos

Employment Type: Full-time

Reports To: Head of Operations / General Manager

Job Summary

• The Service Manager will oversee the company’s after-sales service operations, ensuring efficient handling of customer complaints, product repairs, installations, warranty claims, and technical issues.
• The role involves managing service teams, monitoring performance, coordinating spare parts availability, and improving customer satisfaction while controlling service costs.

Key Responsibilities

• Manage daily after-sales service operations, ensuring timely resolution of service requests within agreed SLAs.
• Lead and supervise service engineers, technicians, coordinators, and field service teams.
• Oversee customer complaints, product repairs, installations, warranty claims, and technical escalations.
• Monitor service performance, including turnaround time, customer satisfaction, technician productivity, and repeat repairs.
• Coordinate with Warehouse and Procurement to ensure adequate availability of spare parts.
• Liaise with manufacturers and technical partners to resolve complex product issues.
• Analyse recurring complaints and product defects, implementing corrective and preventive actions.
• Prepare service performance reports and recommend improvements to management.
• Ensure service centres comply with company standards, operational procedures, and safety requirements.
• Collaborate with Sales, Finance, Quality Assurance, and other departments to improve service delivery and control costs.

Key Performance Indicators (KPIs)

• Service SLA compliance: At least 90%.
• First-time-fix rate: At least 80%.
• Customer complaint resolution within SLA: At least 90%.
• Customer satisfaction: At least 85%.
• Critical spare parts availability: At least 90%.
• Service centre compliance: At least 90%.
• Improved technician productivity and reduced repeat repairs.
• Timely submission of monthly service reports and adherence to approved warranty budgets.

Qualifications and Experience

• Bachelor's degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering, or a related technical field.
• 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, service centres, repairs, installations, warranty claims, and spare parts.
• Experience in consumer electronics, home appliances, automotive, industrial equipment, or manufacturing is preferred.
• Professional certifications in Service Management, Engineering, or Customer Experience are an advantage.

Required Skills and Competencies:

• Strong technical troubleshooting and problem-solving skills.
• Service operations, warranty, and SLA management.
• Team leadership and performance management.
• Spare parts and inventory coordination.
• Data analysis, reporting, and Microsoft Excel proficiency.
• Strong customer service, communication, and decision-making skills.
• Ability to collaborate across departments and drive continuous improvement.

Salary

N400,000 - N600,000 monthly.

Application Closing Date

Not Specified.