For over three decades, SIMS Nigeria Limited has grown from a single store to a nationwide business in the consumer electronics space with locations across Nigeria. Our journey of consistent growth and dedication has been driven by a commitment to quality in every aspect of our business. From our highly skilled and well-informed staff to the innovations and processes we bring to bear to ensure each customer receives top-tier service and dependable products.
With pride, we believe we are on a journey to building a legacy rooted in trust, innovation, and exceptional standards riding on our partnership with Samsung, Royal Electronics, Panasonic, Philips, Beko, Kenwood, Powermatic, and many others. Our values continue to guide us, allowing SIMS Nigeria Limited to thrive in a constantly evolving market while delivering lasting value to our customers, partners, and people across Nigeria. With premium products and unmatched service, we are honored to represent these trusted brands in Nigeria, bringing innovation and quality products directly to our customers with the sole aim of enriching their lives.
As we continue to expand and adapt to meet the growing needs of our market, SIMS Nigeria Limited remains committed to setting the standard in product quality and service across the nation.
We are recruiting to fill the position below: Job Title: Regional Service Manager
Locations: Abuja, and Aba Road - Rivers Employment Type: Full-time
Role Overview
The Regional Service Manager is responsible for overseeing after-sales service operations across assigned regions, ensuring consistent service quality, efficient service centre operations, timely repairs, and high customer satisfaction.
The role involves supervising Service Centre Managers and Supervisors, monitoring regional performance, managing warranty processes, coordinating spare parts availability, and ensuring compliance with company policies and manufacturer standards.
Key Responsibilities
Regional Service Operations: Oversee service centres within the assigned region, ensuring efficient repair operations, timely resolution of service requests, and consistent adherence to company standards.
Team Leadership: Supervise Service Centre Managers, Supervisors, and technical teams, providing guidance, performance monitoring, and coaching to improve productivity and service delivery.
Service Performance Monitoring: Track regional service KPIs, including turnaround time, first-time fix rate, customer satisfaction, repair quality, and outstanding service requests, implementing corrective actions where necessary.
Technical Quality Assurance: Ensure that repairs, installations, and maintenance activities meet manufacturer specifications, technical standards, and approved quality procedures.
Customer Complaint Management: Oversee escalated customer complaints across the region, coordinate timely resolutions, and implement measures to prevent recurring service issues.
Warranty Administration: Ensure proper warranty verification, documentation, claims processing, and compliance with manufacturer requirements and company policies.
Spare Parts Coordination: Work with the Spare Parts and Warehouse teams to ensure adequate availability of critical components, minimise repair delays, and maintain effective control of spare parts consumption.
Operational Planning and Cost Control: Develop regional service plans, monitor operating expenses, optimise resource utilisation, and identify opportunities to improve operational efficiency.
Compliance and Process Improvement: Ensure service centres comply with company procedures, safety standards, and manufacturer guidelines. Review operational processes and implement improvements to reduce repeat repairs and service backlogs.
Training and Technical Development: Identify training needs across regional service teams and coordinate technical training, coaching, and knowledge-sharing initiatives to improve staff competence.
Reporting and Management Updates: Prepare periodic regional performance reports covering service volumes, repair turnaround time, customer satisfaction, warranty claims, spare parts usage, costs, and team performance.
Cross-Functional Collaboration: Collaborate with Sales, Customer Service, Logistics, Warehouse, and other relevant departments to resolve operational challenges and strengthen the overall customer experience.
Key Requirements
Bachelor's Degree or HND in Electrical/Electronic Engineering, Mechanical Engineering, or a related technical discipline.
Minimum of 7 years' experience in after-sales service operations, preferably within the consumer electronics or home appliances industry.
At least 3-4years' experience in a managerial or regional supervisory role.
Strong knowledge of consumer electronics and home appliances, including air conditioners, refrigerators, washing machines, and televisions.
Proven experience managing multiple service centres, technical teams, and regional service operations.
Good understanding of warranty administration, spare parts management, repair quality control, and service-level standards.
Strong leadership, analytical, problem-solving, and decision-making skills.
Proficiency in Microsoft Office and ERP or service management systems.
Excellent communication, reporting, and stakeholder management skills.
Willingness to travel regularly across assigned regions.