Service Manager (Lagos) at SIMS Nigeria Limited

For over three decades, SIMS Nigeria Limited has grown from a single store to a nationwide business in the consumer electronics space with locations across Nigeria. Our journey of consistent growth and dedication has been driven by a commitment to quality in every aspect of our business. From our highly skilled and well-informed staff to the innovations and processes we bring to bear to ensure each customer receives top-tier service and dependable products.

With pride, we believe we are on a journey to building a legacy rooted in trust, innovation, and exceptional standards riding on our partnership with Samsung, Royal Electronics, Panasonic, Philips, Beko, Kenwood, Powermatic, and many others. Our values continue to guide us, allowing SIMS Nigeria Limited to thrive in a constantly evolving market while delivering lasting value to our customers, partners, and people across Nigeria. With premium products and unmatched service, we are honored to represent these trusted brands in Nigeria, bringing innovation and quality products directly to our customers with the sole aim of enriching their lives. As we continue to expand and adapt to meet the growing needs of our market, SIMS Nigeria Limited remains committed to setting the standard in product quality and service across the nation.

We are recruiting to fill the position below:

Job Title: Service Manager

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

Role Overview

• We are seeking a proactive and customer-focused Service Manager to oversee the daily operations of the service department, ensuring the delivery of high-quality after-sales support and technical services.
• The ideal candidate will be responsible for managing service center operations, leading technical and customer service teams, ensuring timely repairs and installations, maintaining warranty compliance, and driving customer satisfaction while achieving operational and financial targets.

Key Responsibilities

• Manage the day-to-day operations of the service center to ensure efficient and effective after-sales service delivery.
• Supervise and support Service Engineers, Technicians, Customer Service Representatives, and other service personnel to achieve departmental objectives.
• Ensure timely diagnosis, repair, installation, and maintenance of products in accordance with company standards and Service Level Agreements (SLAs).
• Monitor and improve key service performance indicators, including turnaround time (TAT), first-time fix rate (FTFR), customer satisfaction (CSAT), and technician productivity.
• Manage warranty claims and ensure accurate processing, documentation, and compliance with company and manufacturer policies.
• Handle escalated customer complaints and implement effective corrective actions to ensure prompt resolution and customer satisfaction.
• Coordinate with the Spare Parts team to ensure the availability of required parts and minimize service delays.
• Conduct quality checks on completed repairs and installations to ensure compliance with technical and quality standards.
• Develop work schedules, allocate resources, and monitor technician workloads to maximize productivity and service efficiency.
• Prepare daily, weekly, and monthly service performance reports for management review.
• Identify training needs and provide coaching and development opportunities for service personnel to improve technical competence and customer service skills.
• Collaborate with Sales, Logistics, Warehouse, and Product teams to support product launches, customer retention, and continuous service improvement.
• Monitor departmental budgets, control operating expenses, and identify opportunities to improve service profitability.
• Ensure compliance with health, safety, environmental, and regulatory requirements within the service center.
• Implement continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.

Qualifications & Experience

• Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related field.
• Professional certification in Service Management, Operations Management, or Project Management is an added advantage.
• Minimum of 6 years' experience in after-sales service, technical support, or service center operations.
• Experience in the consumer electronics, home appliances, telecommunications, or related industry is highly preferred.
• Strong knowledge of service operations, warranty management, and technical support processes.

Application Closing Date
14th July, 2026. 

How to Apply
Interested and qualified candidates should send their CV to: employment@simsng.com using the Job Title and location as the subject of the email.