Exciting Career Opportunity: Regional Service Manager at SIMS Nigeria Limited
Are you a seasoned technical operations leader with a passion for delivering exceptional customer experiences? SIMS Nigeria Limited, a pioneer and powerhouse in the electronics distribution sector, is seeking a highly motivated and results-driven Regional Service Manager – West to steer their after-sales service operations to new heights.
About SIMS Nigeria Limited
Since its inception in 1987, SIMS Nigeria Limited has successfully carved a unique niche in the Nigerian home appliances and electronics market. As a leading distributor for world-renowned brands such as SAMSUNG, ROYAL, PARSUN, and POWERMATIC, SIMS has established an impressive retail and service footprint spanning multiple geopolitical zones, with a strong presence in major cities like Lagos, Port Harcourt, Onitsha, Enugu, Kano, and Abuja.
In 2004, SIMS cemented its market leadership by partnering with SAMSUNG to establish a local manufacturing assembly line for air conditioners and refrigerators. Supported by state-of-the-art service centers, SIMS is dedicated to ensuring that customers enjoy seamless, high-quality after-sales support and optimal performance from their electronic products.
The Role: Regional Service Manager – West
As the Regional Service Manager for the Western Region, you will be the driving force behind the brand’s after-sales excellence. This critical leadership role requires an individual who can balance high-level strategic planning with hands-on operational management. You will oversee multiple service centers, manage geographically dispersed teams, and ensure that customer satisfaction remains at the core of all service delivery.
Key Responsibilities
In this dynamic position, your daily and strategic responsibilities will include:
- Operational Leadership: Direct and oversee the day-to-day operations of all service centers within the Western Region to maintain high standards of after-sales service.
- Strategic Strategy Implementation: Develop and execute regional service plans aligned with corporate objectives to boost productivity and elevate customer satisfaction.
- Service Level Management: Ensure diagnostics, repairs, installations, and general maintenance are carried out efficiently and in strict adherence to company guidelines and Service Level Agreements (SLAs).
- Performance Analytics: Monitor, analyze, and report on key performance indicators (KPIs) such as Turnaround Time (TAT), First-Time Fix Rate (FTFR), Customer Satisfaction (CSAT), and warranty metrics.
- Team Mentorship and Development: Lead, inspire, and upskill Service Center Supervisors, Service Engineers, Technicians, and Customer Service teams.
- Quality Control and Auditing: Conduct routine facility visits, operational evaluations, and service audits to verify compliance with company policies and manufacturer standards.
- Supply Chain and Inventory Coordination: Work hand-in-hand with the Spare Parts team to ensure critical parts availability, thereby preventing service delays.
- Escalation and Complaint Resolution: Swiftly address complex customer grievances and execute long-term corrective strategies to continuously improve service delivery.
- Cross-Functional Collaboration: Align with Sales, Logistics, Operations, and Product Development teams to prepare for product launches, evaluate market feedback, and optimize product serviceability.
Qualifications and Experience Required
To succeed in this role, candidates must possess:
- A Bachelor’s Degree in Engineering, Business Administration, Operations Management, or a related discipline.
- A minimum of 7 years of experience in after-sales service management, technical operations, or a similar capacity.
- Proven experience managing multiple service hubs and leading decentralized, geographically dispersed teams.
- Strong preference for candidates coming from the consumer electronics, home appliances, or telecommunications sectors.
- Professional certifications in Project Management, Service Management, or Operations Management will be a distinct advantage.
Why You Should Apply
This is a rare opportunity to join an established market leader that values innovation, professional growth, and customer excellence. At SIMS Nigeria, you will work in an environment that fosters career advancement, offers exposure to global industry standards, and empowers you to make a tangible impact on the business's success.
Method of Application
Interested and qualified candidates should send their CV to: employment@simsng.com using the Job Title and location as the subject of the email.