Assistant Service Manager

WE ARE HIRING: ASSISTANT SERVICE MANAGER

Location: Lagos, Nigeria

Employment Type: Full-Time

Job Summary

We are seeking an experienced and customer-focused Assistant Service Manager to support after-sales service operations, including technical support, warranty management, product repairs, installations, spare parts coordination, and customer complaint resolution. The successful candidate will help supervise service teams, improve service efficiency, and ensure excellent customer satisfaction.

Key Responsibilities

* Support daily after-sales operations, ensuring timely resolution of service requests, repairs, installations, and customer complaints within agreed SLAs.

* Supervise service technicians, engineers, and field service teams, monitoring productivity and performance against KPIs.

* Coordinate warranty claims, product troubleshooting, repairs, maintenance, and technical support.

* Handle escalated customer complaints and implement solutions to reduce repeat issues.

* Collaborate with Warehouse and Procurement teams to ensure spare parts availability and minimise service delays.

* Monitor service performance, including turnaround time, first-time-fix rate, customer satisfaction, repeat repairs, and warranty costs.

* Prepare service reports, analyse recurring technical issues, and recommend corrective and preventive actions.

* Work with Sales, Finance, Quality Assurance, and Technical teams to improve service delivery and product quality.

Requirements

* Bachelor’s degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering, or a related technical discipline.

* 7–10 years of relevant experience in after-sales service, technical service, field service, or service operations.

* At least 3–5 years of experience in a supervisory or managerial role.

* Experience managing technicians, service centres, or field-service operations.

* Experience in consumer electronics, home appliances, automotive, industrial equipment, or manufacturing is strongly preferred.

* Proven experience in warranty management, repairs, installations, spare parts coordination, and complaint resolution.

* Proficiency in Microsoft Excel and reporting tools; experience with CRM or service management systems is an advantage.

Required Skills

* Strong technical troubleshooting and problem-solving abilities.

* Leadership, team management, and communication skills.

* Customer service and complaint-resolution expertise.

* Analytical thinking, attention to detail, and decision-making skills.

* Ability to coordinate multiple priorities and collaborate across departments.

How to Apply

Interested and qualified candidates should send their CV to [email protected], using Assistant Service Manager as the subject of the email.

Only shortlisted candidates will be contacted.

Work Location: In person