Service Center Supervisor

Job title : Service Center Supervisor

Role Overview

• We are seeking a dedicated and performance-driven Service Center Supervisor to lead the daily operations of the service center and ensure the delivery of exceptional after-sales support.
• The successful candidate will be responsible for supervising technical and customer service teams, optimizing workflow, maintaining service quality, ensuring compliance with company and manufacturer standards, and fostering a customer-centric culture that drives operational excellence.

Key Responsibilities

• Supervise all service center activities, ensuring efficient workflow and timely completion of repairs, installations, and customer service requests.
• Plan, organize, and coordinate daily work schedules to maximize technician productivity and service efficiency.
• Monitor service requests from receipt to completion, ensuring adherence to service standards and turnaround times.
• Review and approve completed repair jobs to ensure quality and technical accuracy before product release.
• Supervise customer reception and service desk operations to ensure a seamless customer experience.
• Investigate and resolve escalated customer complaints, ensuring prompt corrective action and customer satisfaction.
• Ensure compliance with manufacturer repair procedures, warranty policies, and company operational standards.
• Monitor technician performance, attendance, and productivity, providing coaching and performance feedback where necessary.
• Conduct regular toolbox meetings and technical briefings to reinforce safety, quality, and operational standards.
• Maintain accurate service records, repair histories, warranty documentation, and inventory usage reports.
• Coordinate with the Spare Parts and Warehouse teams to ensure timely availability of replacement parts and consumables.
• Monitor service center inventory, tools, and equipment, ensuring they are properly maintained and utilized.
• Identify recurring product faults and customer issues and provide feedback to management for continuous improvement.
• Assist in recruiting, onboarding, and training new service center employees.
• Ensure compliance with workplace health, safety, and environmental policies.
• Prepare operational reports, analyze service performance trends, and recommend strategies to improve efficiency and customer satisfaction.
• Support the implementation of new service initiatives, process improvements, and digital service management systems.

Qualifications & Experience

• Bachelor's Degree or Higher National Diploma (HND) in Engineering, Business Administration, Operations Management, or a related discipline.
• Professional certifications in Customer Service, Quality Management, or Technical Service Management are an added advantage.
• 4–6 years of experience in after-sales service or technical operations, including at least 2 years in a supervisory position.
• Experience managing service operations within the consumer electronics, home appliances, ICT, or related industry is preferred.