Service Manager – Electronics AFRA

We are seeking a dynamic and experienced Service Manager – Electronics to lead and manage after-sales service operations . The role requires strong technical expertise, leadership skills, and a customer-centric approach to ensure seamless service delivery and continuous improvement in operational efficiency and customer satisfaction.

Key Responsibilities :

1. Service Operations Management

• Supervise daily operations of service centers or field service teams.
• Plan, schedule, and monitor maintenance and repair work.
• Ensure service delivery within agreed timelines and SLA (Service Level Agreements).
• Implement processes to optimize workflow, reduce downtime, and enhance service efficiency.

2. Technical Support & Troubleshooting

• Provide guidance on complex electronic repairs and diagnostics.
• Support service engineers with technical solutions and best practices.
• Stay updated on emerging technologies, product updates, and electronic systems.
• Recommend upgrades or modifications to improve product performance and reliability.

3. Customer Service & Satisfaction

• Handle escalated customer complaints and service issues professionally.
• Ensure customer satisfaction through timely resolution and high-quality service.
• Implement service improvement initiatives based on customer feedback and trends.
• Maintain strong customer relationships and act as a point of escalation for key clients.

4. Team Management

• Recruit, train, and supervise technicians and engineers.
• Set targets, KPIs, and performance expectations for service teams.
• Conduct technical training, workshops, and skill development sessions.
• Foster a culture of accountability, collaboration, and continuous improvement.

5. Inventory & Spare Parts Management

• Manage stock of electronic components, tools, and spare parts.
• Coordinate with suppliers to ensure timely procurement and availability of critical components.
• Optimize inventory levels to avoid service delays and minimize costs.

6. Compliance & Quality Assurance

• Ensure all services meet company standards, safety regulations, and warranty policies.
• Conduct regular audits, quality checks, and process evaluations.
• Maintain accurate documentation for warranties, repairs, and service logs.
• Implement corrective actions for recurring quality issues.

7. Reporting & Analysis

• Monitor service metrics such as turnaround time, failure rates, and recurring issues.
• Prepare detailed reports for senior management on service performance and trends.
• Analyze data to identify areas for improvement, reduce technical failures, and enhance customer satisfaction.

Skills & Requirements

• Bachelor’s degree in Electronics, Electrical Engineering, or related field (preferred).
• Proven experience in electronics service management or after-sales service operations.
• Strong technical knowledge of electronic circuits, devices, and systems.
• Leadership and team management skills with a proven ability to motivate and develop staff.
• Excellent customer handling and communication skills.
• Strong problem-solving, analytical thinking, and decision-making abilities.
• Familiarity with CRM and service management software.
• Ability to manage multiple priorities in a fast-paced environment.

Job Type: Full-time

Work Location: In person