COMPANY OVERVIEW At SIMS Nigeria Limited, we specialize in the distribution and sales of electronic products from major brands such as SAMSUNG, ROYAL, PARSUN and POWERMATIC. Our business started out in 1987 and since then we have succeeded in carving a niche for ourselves in the home appliances market in Nigeria. We operate a number of branches that cut across most of Nigeria’s geopolitical zones; in major cities such as Lagos, Port Harcourt, Onitsha, Enugu, Kano and Abuja. Our longstanding reputation has earned us a status as Nigeria’s lead player in the electronics industry and as a result, we decided to go further by partnering with SAMSUNG to establish a local manufacturing line for its air conditioners and refrigerators in 2004. This, coupled with our state-of-the-art service centre that caters to consumers who buy our products, ensures that our customers enjoy the best quality of service from us and the best performance possible from their electronics.
Job Summary
- The Service Center Manager is responsible for overseeing the operations, performance, profitability and strategic direction of the service center.
- This role involves ensuring customer satisfaction, maintaining service standards, and driving continuous improvement in operational processes.
Key Responsibilities
- Manage daily operations of the service center, ensuring seamless service delivery and customer satisfaction.
- Supervise and provide guidance to all staff at the Service Center.
- Oversee the receipt, storage, and dispatch of spare parts, ensuring accuracy and availability of stock.
- Monitor and evaluate staff performance, providing coaching and training where necessary.
- Establish and track service KPIs, such as customer satisfaction, response/resolution time, and inventory accuracy.
- Ensure prompt resolution of escalated customer issues and complaints.
- Coordinate with procurement and technical teams to align spare parts inventory with service requirements.
- Maintain compliance with company policies, safety procedures, and regulatory standards.
- Prepare and present periodic reports on service performance, customer feedback, and inventory levels.
- Drive continuous improvement initiatives to enhance service center operations and customer experience.
Qualifications
- B.Sc./HND in Business Administration, Supply Chain, or related field. A Master’s degree is an added advantage.
- 5–7 years’ experience in customer service or service operations, with at least 2 years in a managerial role.
- Proven experience overseeing inventory or spare parts operations is highly desirable.
- Strong leadership, team management, and conflict resolution skills.
- Excellent communication, analytical, and organizational abilities.
- Proficiency in Microsoft Office Suite and ERP/inventory management software.
Method of Application
Signup to view application details.
Signup Now
