Branch Service Manager Role– Home Appliances Service Centre

Job Description

Job Title: Branch Service Manager – Home Appliances Service Centre
Location: Onitsha
Department: After-Sales Service
Reports To: Regional Service Head / National Service Manager

Job Purpose:
To manage and lead the after-sales service operations at the branch level, ensuring efficient service delivery, customer satisfaction, and continuous improvement in service standards for home appliances. The role also includes travel to upcountry service centres and dealer locations for audits, inspections, and operational support.

Key Responsibilities:
• Direct daily service center operations including technician scheduling, spare parts logistics, and repair workflow optimization.
• Enforce strict adherence to corporate safety standards, technical protocols, and operational service policies.
• Manage escalated customer complaints personally to ensure swift resolution and maintain high brand loyalty.
• Lead and mentor a multidisciplinary team of technicians and customer care staff through regular performance audits.
• Provide high-level technical troubleshooting guidance for complex home appliance failures and electronic defects.
• Conduct frequent field visits and audits of upcountry service centers to ensure nationwide quality consistency.
• Oversee spare parts inventory levels to prevent service delays while coordinating with central procurement teams.
• Monitor and support service franchisees within the territory to align their performance with global brand standards.
• Analyze service KPIs and operational metrics to draft comprehensive performance reports for regional leadership.
• Supervise vendor relationships and third-party contractors to ensure cost-effective and reliable service delivery.

Key Qualifications:
• Bachelor’s degree or Higher National Diploma in Electrical/Electronics Engineering or a closely related technical field.
• Minimum of 8 years of progressive experience in after-sales management specifically within consumer electronics or appliances.
• Proven track record in team leadership with the ability to motivate field technicians and administrative staff effectively.
• Advanced proficiency in Service Management Systems (SMS), ERP software, and the full Microsoft Office Suite.
• Strong physical and professional readiness for frequent travel to conduct ground-level inspections and dealer audits.

****PLEASE NOTE****
Only candidates with valid experience in consumer electronics or appliances will be considered.
All information will be treated with strictest confidentiality.