Our client, a reputable leader in the consumer electronics and home appliances industry, is seeking to employ a Service Centre Head to oversee the operations of its electronics and home appliances service centre. The ideal candidate will manage service teams, ensure high-quality repairs, enhance customer satisfaction, optimize processes, and drive operational excellence in line with company standards.  

Key Requirements

• HND/B.Sc. in Business Administration, or a related field.
• Minimum of 10 years’ experience in service operations management, preferably within the electronics or home appliances industry.
• Master’s degree or an MBA is an added advantage.
• Industry-specific experience is highly desirable.
• Proven leadership skills with the ability to manage and motivate multidisciplinary teams.
• Proficiency in MS Office and service management software (CRM/ERP).
• Solid understanding of service quality metrics, process improvement, and preventive maintenance best practices.
• Excellent problem-solving, decision-making, and organizational skills.
• Strong communication and interpersonal skills.

Key Responsibilities

• Oversee daily repair, maintenance, installation, and after-sales service activities.
• Ensure adherence to timelines, quality standards, and manufacturer specifications.
• Implement preventive maintenance and troubleshooting best practices.
• Resolve escalated customer complaints promptly.
• Monitor and improve service quality metrics (TAT, FTFR, NPS).
• Develop customer-focused service processes to enhance satisfaction and loyalty.
• Lead, train, and guide service engineers, technicians, and support staff.
• Assign tasks, monitor performance, and provide technical guidance.
• Organize regular training on new products and technologies.
• Maintain accurate service records, warranty claims, and spare parts documentation.
• Ensure compliance with safety standards, SOPs, and regulations.
• Conduct audits and drive process improvements.
• Coordinate with supply chain teams to ensure spare parts availability.
• Monitor stock levels, prevent shortages, and control wastage.
• Approve spare parts requests and usage reports.
• Prepare daily, weekly, and monthly performance reports.
• Analyze trends and recurring issues, recommending improvements.
• Track and optimize KPIs such as turnaround time, repair costs, and repeat complaints.