The Service Manager is responsible for managing and improving the company’s after-sales service operations, ensuring timely and effective resolution of customer complaints, warranty claims, product repairs, installations, and technical issues.
Responsibilities
Manage the day-to-day operations of the company’s after-sales service function.
Develop and implement service processes, procedures, and standards.
Ensure service requests, repairs, installations, and customer complaints are resolved within agreed Service Level Agreements (SLAs).
Lead, supervise, and develop service engineers, technicians, service coordinators, and other service personnel.
Set clear performance objectives and KPIs for the service team.
Oversee the resolution of escalated customer complaints and technical issues.
Ensure customers receive timely updates throughout the service process.
Establish and maintain high standards for customer experience
Manage the company's warranty and after-sales service processes.
Ensure warranty claims are properly assessed, documented, approved, and processed.
Requirements
Bachelor's degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering, or a related technical discipline.
Professional certification in Service Management, Customer Experience, Engineering, or a related field is an added advantage
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, engineers, service centres, or field-service operations.
Experience in the consumer electronics, home appliances, automotive, industrial equipment, or manufacturing sector is strongly preferred.
