About the Role
ETL Engineering Services Limited is recruiting on behalf of a reputable client for a dynamic and experienced Service Manager to lead and continuously improve after-sales service operations. In this pivotal role, you will ensure the timely and high-quality resolution of customer complaints, warranty claims, repairs, installations, and technical issues. Candidates with hands-on experience in freezer and refrigerator assembly or home appliance manufacturing are strongly encouraged to apply for this exciting opportunity in Nigeria.
Key Responsibilities- Manage day-to-day after-sales service operations, ensuring requests, repairs, and complaints are resolved within agreed SLAs.
- Lead, supervise, and develop service engineers, technicians, and service coordinators by setting KPIs and conducting performance reviews.
- Oversee the resolution of escalated customer complaints, analyze recurring issues, and implement effective corrective actions.
- Manage end-to-end warranty processes including assessment, documentation, approval, and cost control.
- Provide expert technical leadership for product troubleshooting, repair, installation, and maintenance operations.
- Coordinate closely with the Warehouse and Procurement departments to ensure adequate availability of spare parts.
- Manage service centre performance and optimize field technician scheduling and deployment.
- Develop and maintain comprehensive service performance dashboards tracking SLA compliance, first-time-fix rate, customer satisfaction, and warranty costs.
- Drive continuous improvement through root-cause analysis and cross-functional collaboration with Sales, Warehouse, Finance, and Technical teams.
- 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, or Engineering is an added advantage.
- 7 to 10 years of relevant experience in after-sales service, technical service, field service, or service operations.
- At least 3 to 5 years in a supervisory or managerial role managing technicians, engineers, and service centres.
- Strong background in freezer/refrigerator assembly, home appliance manufacturing, consumer electronics, or related industrial equipment sectors.
- Proven expertise in managing warranty, repairs, installations, spare parts, and customer complaints.
- Familiarity with service management systems and CRM platforms.
- Strong leadership, problem-solving, communication, and cross-departmental collaboration skills.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional growth and career advancement within a leading engineering ecosystem.
- Health insurance and other employee welfare benefits.
- Dynamic and collaborative work environment.