Service Centre Supervisor at SIMS Nigeria Limited

SIMS Nigeria Limited specializes in the assembly, distribution and sales of consumer electronics from major brands such as - Samsung, Panasonic, Royal, Skyworth, Electrolux, Bosch, Philips and Powermatic. Our business started out in 1987 and since then we have grown to be a market leader in the home appliances & consumer electronics market in Nigeria. We operate a number of branches that cut across most of Nigeria’s geopolitical zones in major cities such as Lagos, Port-Harcourt, Abuja, Onitsha, Enugu, Uyo and Kano.

We are recruiting to fill the position below:

Job Title: Service Centre Supervisor

Location: Victoria Island, Lagos
Employment Type: Full-time

Core Responsibility

Oversea daily operational activities on pending jobs.
Allocation of jobs to the technicians and monitoring their activities.
Review of daily working report with team and taking corrective measures.
Coordination with spare parts officers the placing of parts orders & tracking.
Ensure meeting of KPI (TAT/CSAT/LTP/Engr. productivity/DWR Accuracy, etc.
Ensure quality service delivery with minimum recurrent repair.
Reduction of customer escalations.
Daily monitoring of technician productivity.
Responsible for improving service centre hygiene and compliance to service standards (Job cards, processes, policies).
Participating in monthly/quarterly spare parts counting and labelling activity.
Ensuring service cost reduction through proper inventory control method.
Technical skill monitoring and productivity improvement.
Arranging training to front, backend and field force team.
Retail visit for service feedback and working on improvement areas for channel delight.
Weekly budget preparation for service operations & approval from service manager.
Preparation of spare part failure report and sharing same to service manager.
Responsible for checking local repair possibilities for PNA cases, sharing the repair quotations to service manager for approval.
Ensuring adequate spares availability at the SVCs (Safety stock planning and execution).
Generating and achieving out warranty income targets (Reduction in third party repairs installations).
Monitoring and completion of AMCs (Annual Maintenance Contract).

Required Experience / Qualifications / Skills

Minimum of HND / B.Sc. in Electrical / Electronic Engineering or any other relevant discipline.
6 - 8 years Technical Service/Maintenance experience in a Sales driven organisation
The ideal candidate must have good analytical skill and possess good technical service, supervisory, customer handling & inter-personal skills.
Attention to details
Communication skill
Customer relationship management.
Knowledge of Microsoft suite-Excel, word & PowerPoint.
33-40 years old.
In addition, he/she must be trustworthy and accountable.
Good knowledge of a recognized ERP package
Ability to think outside box
Leadership skill