We are a leading company in the home appliance manufacturing and after-sales service industry, with a factory and authorized service centers in Nigeria.
With our business expanding rapidly, the After-Sales Service Department is looking for an experienced and highly skilled Technical Supervisor to lead the repair team and provide strong technical support for our products and customers.
Your Role
As the Technical Supervisor, you will be fully responsible for the technical support and management of the after-sales service department.
You will serve not only as the technical expert but also as a team leader establishing repair standards, solving difficult faults, training the technical team, and collaborating with spare parts and customer service departments to optimize service processes, ultimately improving the First-Time Fix Rate (FTFR) and Customer Satisfaction (CSAT).
Key Responsibilities
Technical Management & Standardization: Develop and update repair processes, testing standards, and work instructions for various home appliance products; build a typical fault case library; conduct teardown studies and repair feasibility assessments for new products before launch; approve special repair plans.
Team Management & Training: Manage the daily operations, task allocation, and dispatch of the repair team (including factory and field staff); develop and implement annual/quarterly technical training plans; conduct skill level assessments and performance appraisals; supervise on-site safety compliance to prevent accidents.
Quality Control & Cost Optimization: Monitor repair quality, review major repair reports, and handle technical disputes and complaints; analyze repair data (e.g., return rate, man-hours, parts consumption) to identify improvement opportunities and control repair costs; perform technical appraisal of scrapped parts.
Cross-Functional Collaboration: Provide demand forecasts and quality feedback on spare parts to the Spare Parts Supervisor; collaborate with the Service Center Supervisor to drive product quality improvements; assist the Quality Department in evaluating product returns/exchanges and analyzing root causes.
What We're Looking For
Education:
Associate degree or above in Refrigeration & Air Conditioning, Mechatronics, Electronics, or related fields.
Experience:
At least 5 years of experience in home appliance repair, including a minimum of 2 years in team management;
Proficient in the principles and repair of refrigeration products such as air conditioners and refrigerators; experience with washing machines, TVs, and other appliances is a plus;
Prior experience in after-sales technical management within a home appliance manufacturing factory is highly preferred.
Skills:
Solid knowledge of electrical safety and repair techniques;
Excellent leadership, training, and cross-functional communication skills;
Data analysis mindset, proficient in office software and repair management systems.