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Technical Customer Service Manager
About this role
A Technical Customer Service Manager is sought by Ascentech Services Limited for a full-time role in Lagos, with a focus on handling customer complaints, after-sales service, warranty management and service coordination. The position targets individuals with experience in HVAC, engineering or technical equipment industries who can ensure high levels of customer satisfaction. The company provides HR and recruitment services and operates in Lagos, Ibadan and internationally through its network. Responsibilities include managing inquiries and escalations, coordinating repairs and warranty claims, working with technical teams, tracking service requests, and maintaining customer records and reports.
What you would do
- Manage customer inquiries, complaints and escalations to ensure timely resolution.
- Coordinate after-sales services, repairs, maintenance and warranty claims.
- Liaise with technical teams to resolve equipment issues.
- Monitor service requests and follow up with customers.
- Build and maintain strong customer relationships.
- Maintain accurate records of complaints, service activities and warranty claims.
- Prepare customer service reports and identify areas for improvement.
- Ensure timely communication with customers regarding progress and outcomes.
- Support the development of service processes and standards.
- Contribute to continuous improvement initiatives within the customer service function.
What they are asking for
- Bachelor's degree or HND in Business Administration, Engineering or related field.
- 2–4 years of relevant experience in customer service or after-sales service.
- Experience in HVAC, engineering or technical equipment industries preferred.
- Knowledge of warranty management, complaint resolution and service coordination.
- Strong communication, problem-solving and organisational skills.
- Proficiency in Microsoft Office and ERP/CRM systems.
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