We're hiring an Assistant Service Manager to help run our after-sales service operations. You'll supervise our technicians and service coordinators day to day, keep repairs, installations, warranty claims and customer complaints moving within SLA, and step in for the Service Manager when needed. It's a strong opportunity for a hands-on service professional ready to take on more leadership.
What you'll do
Support daily after-sales service operations and make sure cases are resolved within agreed SLAs and properly documented
Supervise, schedule and coach service engineers, technicians and coordinators
Handle escalated customer complaints and keep customers updated until the case is closed
Review warranty claims, monitor warranty costs and flag unusual or excessive claims
Give technicians hands-on support with troubleshooting, repairs and installations
Work with Warehouse and Procurement to keep critical spare parts available and accounted for
Monitor service centres and field technicians, and track first-time-fix rate, turnaround time and repeat repairs
Prepare service dashboards and reports, run root-cause analysis on recurring issues and help put corrective actions in place
Work with Sales, Finance, Quality and Product teams to improve the customer experience
What we're looking for
Bachelor's degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering or a related technical field
3 - 5years' experience in after-sales, technical or field service, including 1 - 2years supervising a team
Hands-on experience with warranty, repairs, installations, spare parts and customer complaints
Strong troubleshooting skills, good Excel and reporting skills, and familiarity with CRM or service management systems
Strong communication, leadership and problem-solving skills, and the ability to juggle priorities in a fast-paced setting
Background in consumer electronics, home appliances, automotive, industrial equipment or manufacturing is strongly preferred
A professional certification in Service Management, Customer Experience or Engineering is an added advantage