The Service Manager owns the after-sales experience and the technical service operation end to end. You are the owner of service quality, turnaround, and customer trust for Vision Plus. Every device that comes through the service centre must be diagnosed, repaired, and returned to a satisfied customer on time, to standard, and at controlled cost.
You lead the technicians, customer-service agents, and field engineers; you set the standards they work to; and you are the bridge between the customer, the workshop, procurement, and the wider business. You run the centre to clear SLAs, keep genuine parts flowing, recover warranty costs, and turn service data into insight that improves the product and the customer experience.
Key Measures of Performance
Performance is assessed on service delivery, repair quality, cost control, team output, and customer satisfaction:
- Service Operations & SLA: Service orders consistently completed within agreed SLAs and quality standards. Service-centre functions run to documented SOPs; ticket flow tracked from intake to closure.
- Quality & Reliability: High first-time fix rate and low repeat / recall rate, verified through periodic quality audits. Recurring faults and product issues fed back to engineering / product teams.
- Team & Productivity: Individual and team KPIs defined, tracked, and met; a culture of accountability and continuous improvement.
- Cost & Inventory: Genuine spare parts available without stock-outs; wastage and pilferage minimised. Warranty claims processed correctly and reimbursements recovered from suppliers / partners.
- Customer Experience: High customer satisfaction (CSAT); escalations and disputes resolved professionally and on time.
- Reporting: Accurate, timely service reports and actionable insights delivered to management.
Key Responsibilities
Service Centre Operations Management (20%)
- Oversee the end-to-end operations of the service centre (front-desk operations, diagnostics, repairs, parts management, quality control, and customer follow-up).
- Develop and implement standard operating procedures (SOPs) for all service functions to ensure consistency, efficiency, and compliance.
- Monitor service-ticket flow from intake to closure using service-management software or CRM tools.
- Ensure all service orders are completed within agreed SLAs and quality standards.
Technical & Quality Oversight (15%)
- Ensure accurate and timely technical diagnosis and repair of consumer electronics (TVs, audio systems) and home appliances (refrigerators, microwaves, cookers).
- Conduct periodic quality audits on repairs to minimise repeat rates and maximise first-time fix rates.
- Work closely with engineering and product teams to stay up to date with new products and provide feedback on recurring technical issues or design flaws.
Team Leadership & Performance Management (15%)
- Lead and manage a cross-functional team of repair technicians, customer-service agents, field engineers, and support staff.
- Define individual and team KPIs and monitor performance against targets.
- Foster a culture of accountability, continuous improvement, and customer-first service through coaching, scheduling, and training.
Spare Parts & Inventory Management (15%)
- Collaborate with procurement / logistics teams to ensure optimal availability of genuine spare parts and service tools.
- Maintain accurate records of part usage, wastage, and inventory turnover.
- Prevent stock-outs and pilferage through regular audits and system controls.
Warranty & Claims Administration (15%)
- Handle all warranty cases in accordance with internal policies and company guidelines.
- Process and track warranty reimbursements from suppliers or partners.
- Maintain accurate records of repairs covered under warranty versus paid repairs.
Customer Experience & Satisfaction (10%)
- Supervise customer interactions across all service channels (walk-in, calls, emails, online) and ensure professionalism, empathy, and timely resolution.
- Set up mechanisms to capture customer feedback and implement corrective actions where necessary.
- Handle escalated customer complaints and disputes with diplomacy and effectiveness.
Reporting & Strategic Insights (10%)
- Prepare and submit regular service reports — ticket volumes, SLA adherence, first-time fix and repeat rates, turnaround time, parts usage, warranty recoveries, and CSAT.
- Analyse service trends to identify recurring faults, training needs, and process-improvement opportunities.
- Provide insights and recommendations to management on service strategy, cost control, and customer retention.
- Maintain service dashboards (e.g. in Zoho Desk / Zoho Analytics) for real-time visibility.
Requirements
Academic and Professional Qualifications:
- Bachelor’s degree or Diploma in Electrical & Electronic Engineering, Electronics Technology, or a related field (required).
- A qualification in operations, business, or service management is an added advantage.
- Minimum 5 years’ experience in electronics / appliance service, with at least 2 years in a supervisory or management role.
- Strong technical knowledge of consumer electronics and home appliances.
- Experience running a service operation to SLAs using service-management / CRM software (Zoho Desk / CRM an advantage).
- Working knowledge of warranty administration and spare-parts / inventory management.
- Proven team leadership and performance-management experience.
- Strong reporting and analytical skills (advanced Excel; Zoho Analytics or Power BI an added advantage).
Strategic Competencies:
- Ownership of the service experience: you treat service quality and turnaround as your personal standard, not a target handed down.
- Operational discipline: you run to SOPs and SLAs, plan capacity, and keep the centre flowing.
- Quality focus: you drive first-time fix and stamp out repeat faults.
- People leadership: you set clear expectations, coach the team, and hold them accountable fairly.
- Customer-centricity: you resolve issues with empathy and protect the brand’s reputation.
- Commercial awareness: you control parts cost, minimise waste, and recover every warranty shilling owed.
- Data-driven: you use service data to make decisions and surface product and process insights.
- Integrity: genuine parts, honest warranty handling, and accurate records — every time.
