Assistant Service Manager

Our client, a company operating within the home-appliances and consumer-electronics industry, is seeking an experienced Assistant Service Manager to support and improve its after-sales and technical-service operations.

The successful candidate will coordinate service centres and field technicians, oversee warranty claims, repairs and installations, manage escalated customer complaints and ensure service requests are resolved within agreed timelines.

02Key responsibilities

• Support the daily management of the company’s after-sales and technical-service operations.
• Coordinate service requests, product repairs, installations and customer complaints.
• Ensure service cases are resolved within agreed service-level timelines.
• Supervise service engineers, technicians, coordinators and field-service personnel.
• Monitor technician productivity, turnaround time, first-time-fix rates and repeat repairs.
• Manage escalated customer complaints and ensure customers receive timely updates.
• Coordinate warranty claims and ensure proper assessment, documentation and approval.
• Provide technical guidance on troubleshooting, repairs, installations and maintenance.
• Coordinate spare-parts requirements with the warehouse and procurement teams.
• Monitor spare-parts consumption and control parts issued to technicians.
• Support the management and inspection of company-owned and authorised service centres.
• Analyse recurring complaints and technical issues and recommend corrective actions.
• Prepare service dashboards and management reports covering service performance, complaints, warranty costs, backlog and customer satisfaction.
• Collaborate with Sales, Marketing, Finance, Quality, Procurement and Product teams.
• Liaise with manufacturers, suppliers and technical partners on product and service issues.
• Support the development of troubleshooting guides, service manuals and operating procedures.

03What we are looking for

• Bachelor’s degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering or a related technical discipline.
• Seven to ten years of relevant experience in after-sales service, technical service, field service or service operations.
• At least three to five years of experience in a supervisory or managerial capacity.
• Experience managing technicians, engineers, service centres or field-service operations.
• Relevant experience in home appliances, consumer electronics, automotive, industrial equipment or manufacturing.
• Proven experience managing warranty claims, repairs, installations, spare parts and customer complaints.
• Experience using a service-management system or CRM platform is an advantage.
• Professional certification in Service Management, Customer Experience, Engineering or a related discipline is an added advantage.

Skills and Competencies

• Strong technical troubleshooting and diagnostic capability.
• Service operations and service-level management.
• Warranty administration and spare-parts coordination.
• Root-cause analysis and corrective-action management.
• Strong leadership and people-management skills.
• Customer-complaint and conflict-resolution skills.
• Strong analytical, reporting and Microsoft Excel proficiency.
• Excellent communication and stakeholder-management skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong accountability, commercial awareness and attention to detail.

04What the role offers

Monthly Gross Salary: ₦400,000–₦600,000

Pay: ₦400,000.00 - ₦600,000.00 per month

Work Location: In person