Elite Talent Placements - Navigating Nigeria's complex and competitive business landscape requires innovative thinking and proactive initiatives. Elite Talent Placements (ETP) excels in corporate training and talent acquisition, offering a unique approach that goes beyond standard training providers. We connect your organization with globally renowned industry experts, ensuring you receive top-tier training that propels your business forward.
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 ResponsibilitiesManage 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.
SalaryN400,000 - N600,000 monthly.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using the Job Title as the subject of the email.
Note: Only apply if you have the required experience.
How To Apply
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Click the Apply Now button above.
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Your default email application or the application link will open.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
