Service Manager

Service Manager Job at SIMS Nigeria Limited

For over three decades, SIMS Nigeria Limited has grown from a single store to a nationwide business in the consumer electronics space with locations across Nigeria. Our journey of consistent growth and dedication has been driven by a commitment to quality in every aspect of our business. From our highly skilled and well-informed staff to the innovations and processes we bring to bear to ensure each customer receives top-tier service and dependable products.

With pride, we believe we are on a journey to building a legacy rooted in trust, innovation, and exceptional standards riding on our partnership with Samsung, Royal Electronics, Panasonic, Philips, Beko, Kenwood, Powermatic, and many others. Our values continue to guide us, allowing SIMS Nigeria Limited to thrive in a constantly evolving market while delivering lasting value to our customers, partners, and people across Nigeria. With premium products and unmatched service, we are honored to represent these trusted brands in Nigeria, bringing innovation and quality products directly to our customers with the sole aim of enriching their lives.

As we continue to expand and adapt to meet the growing needs of our market, SIMS Nigeria Limited remains committed to setting the standard in product quality and service across the nation.

We are recruiting to fill the position below:

Job Position: Service Manager

Job Locations: Victoria Island and Allen, Lagos

Employment Type: Full-time

Role Overview

• The Service Manager is responsible for overseeing the company's after-sales service operations, ensuring efficient repair and maintenance of consumer electronics, timely resolution of customer complaints, effective warranty administration, and high standards of customer satisfaction.
• The role involves managing service centre personnel, monitoring operational performance, coordinating spare parts availability, and ensuring compliance with company policies and manufacturer standards.

Key Responsibilities

• Service Operations Management: Oversee daily service centre activities, ensuring efficient product diagnosis, repairs, maintenance, and timely resolution of service requests.

• Team Leadership: Supervise, coach, and evaluate service centre supervisors, technicians, and other service personnel to improve productivity, technical competence, and service delivery.

• Customer Satisfaction: Monitor customer complaints, service escalations, and feedback to ensure prompt resolution and consistently high customer satisfaction.

• Warranty Administration: Ensure proper processing of warranty claims, accurate service documentation, and compliance with manufacturer warranty policies and procedures.

• Spare Parts Coordination: Work with the spare parts and warehouse teams to ensure the timely availability of components required for repairs and minimize service delays.

• Performance Monitoring: Track service centre performance against established targets, identify operational gaps, and implement corrective measures to improve efficiency.

• Quality Assurance: Ensure repairs meet technical specifications, manufacturer guidelines, and company quality standards while minimizing repeat repairs and product returns.

• Reporting and Documentation: Prepare periodic reports on service activities, repair turnaround time, customer complaints, warranty claims, spare parts usage, and team performance.

• Process Improvement: Identify opportunities to improve service processes, reduce operating costs, minimize repair backlogs, and enhance the overall customer experience.

• Cross-Functional Collaboration: Work closely with Sales, Warehouse, Spare Parts, Customer Service, and other relevant departments to resolve service-related issues and improve operational coordination.

• Key Requirements

• Bachelor's Degree or HND in Electrical/Electronic Engineering, Mechanical Engineering, or a related technical discipline.

• Minimum of 6 years of relevant experience in after-sales service operations, preferably within the consumer electronics industry.

• Proven experience managing service centres, technical teams, or after-sales support operations.

• Good understanding of consumer electronics, including air conditioners, refrigerators, washing machines, televisions, and other home appliances.

• Knowledge of warranty management, repair procedures, spare parts coordination, and service quality control.

• Strong leadership, problem-solving, communication, and customer relationship management skills.

• Proficiency in Microsoft Office and experience using ERP or service management systems.

• Ability to analyse operational data, prepare reports, and make informed decisions.

• Willingness to travel to branches or service centres when required.