Assistant Service Manager - Technical and after Sales Service

About this role

A full‑time role in Lagos for an Assistant Service Manager focused on technical and after‑sales service. The position oversees after‑sales operations, including handling complaints, repairs, installations, warranty claims and technical issues, while leading service teams and ensuring customer satisfaction and controlled service costs. The employer, Elite Talent Placements, specialises in corporate training and talent acquisition and connects organisations with industry experts. The role requires coordinating with parts, manufacturers and other departments to improve service delivery. KPIs cover SLA compliance, first‑time fix rate, complaint resolution, customer satisfaction and spare parts availability.

What you would do

• Oversee daily after‑sales service operations and ensure timely resolution of service requests within SLAs
• Lead and supervise service engineers, technicians, coordinators and field service teams
• Manage customer complaints, repairs, installations, warranty claims and technical escalations
• Monitor service performance including turnaround time, technician productivity and repeat repairs
• Coordinate with Warehouse and Procurement to ensure spare parts availability
• Liaise with manufacturers and technical partners to resolve complex product issues
• Analyse recurring complaints and defects and implement corrective and preventive actions
• Prepare service performance reports and suggest improvements to management
• Ensure service centres comply with company standards, procedures and safety requirements
• Collaborate with Sales, Finance, Quality Assurance and other departments to improve service delivery and control costs

What they are asking for

• Bachelor’s degree or HND in Mechanical Engineering, Electrical/Electronic Engineering, Mechatronics, Industrial Engineering or related technical field
• 7–10 years of relevant experience in after‑sales, technical or field service or service operations
• At least 3–5 years in a supervisory or managerial role
• Experience managing technicians, service centres, repairs, installations, warranty claims and spare parts
• Experience in consumer electronics, home appliances, automotive, industrial equipment or manufacturing is preferred
• Professional certifications in Service Management, Engineering or Customer Experience are an advantage
• Strong technical troubleshooting, service operations, warranty and SLA management skills
• Team leadership, performance management and collaboration across departments
• Data analysis, reporting and Microsoft Excel proficiency
• Strong customer service, communication and decision‑making abilities

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