Service Center Manager After Sales Manager

Position: Service Center Manager

Department: Service & After-Sales (Customer Service & Technical Operations)

Reports To: Chief Visionary

Location: 1^st Floor Gallant Parklands Road

Entities Covered: Kryptonite International Limited (Vision Plus)

Direct Reports: Repair Technicians Customer Service Agents Field Engineers Support Staff

Job Type: Full-Time Permanent

About the Role:

The Service Manager owns the after-sales experience and the technical service operation end to end. You are not a desk supervisor you are the owner of service quality turnaround and customer trust for Vision Plus. Every device that comes through the service centre must be diagnosed repaired and returned to a satisfied customer on time to standard and at controlled cost.

You lead the technicians customer-service agents and field engineers; you set the standards they work to; and you are the bridge between the customer the workshop procurement and the wider business. You run the centre to clear SLAs keep genuine parts flowing recover warranty costs and turn service data into insight that improves the product and the customer experience.

This role demands operational discipline technical credibility and people leadership. Standards are non-negotiable and the business must be able to trust that the service centre runs cleanly and profitably every day.

Key Measures of Performance:

Performance is assessed on service delivery repair quality cost control team output and customer satisfaction:

Service Operations & SLA

Service orders consistently completed within agreed SLAs and quality standards.

Service-centre functions run to documented SOPs; ticket flow tracked from intake to closure.

Quality & Reliability

High first-time fix rate and low repeat / recall rate verified through periodic quality audits.

Recurring faults and product issues fed back to engineering / product teams.

Team & Productivity

Individual and team KPIs defined tracked and met; a culture of accountability and continuous improvement.

Cost & Inventory

Genuine spare parts available without stock-outs; wastage and pilferage minimised.

Warranty claims processed correctly and reimbursements recovered from suppliers / partners.

Customer Experience

High customer satisfaction (CSAT); escalations and disputes resolved professionally and on time.

Reporting

Accurate timely service reports and actionable insights delivered to management.

Organization Reporting Structure:

Key Responsibilities:

1. Service Centre Operations Management (20%)

Oversee the end-to-end operations of the service centre front-desk operations diagnostics repairs parts management quality control and customer follow-up.

Develop and implement standard operating procedures (SOPs) for all service functions to ensure consistency efficiency and compliance.

Monitor service-ticket flow from intake to closure using service-management software or CRM tools.

Ensure all service orders are completed within agreed SLAs and quality standards.

2. Technical & Quality Oversight (15%)

Ensure accurate and timely technical diagnosis and repair of consumer electronics (TVs audio systems) and home appliances (refrigerators microwaves cookers).

Conduct periodic quality audits on repairs to minimise repeat rates and maximise first-time fix rates.

Work closely with engineering and product teams to stay up to date with new products and provide feedback on recurring technical issues or design flaws.

3. Team Leadership & Performance Management (15%)

Lead and manage a cross-functional team of repair technicians customer-service agents field engineers and support staff.

Define individual and team KPIs and monitor performance against targets.

Foster a culture of accountability continuous improvement and customer-first service through coaching scheduling and training.

4. Spare Parts & Inventory Management (15%)

Collaborate with procurement / logistics teams to ensure optimal availability of genuine spare parts and service tools.

Maintain accurate records of part usage wastage and inventory turnover.

Prevent stock-outs and pilferage through regular audits and system controls.

5. Warranty & Claims Administration (15%)

Handle all warranty cases in accordance with internal policies and company guidelines.

Process and track warranty reimbursements from suppliers or partners.

Maintain accurate records of repairs covered under warranty versus paid repairs.

6. Customer Experience & Satisfaction (10%)

Supervise customer interactions across all service channels (walk-in calls emails online) and ensure professionalism empathy and timely resolution.

Set up mechanisms to capture customer feedback and implement corrective actions where necessary.

Handle escalated customer complaints and disputes with diplomacy and effectiveness.

7. Reporting & Strategic Insights (10%)

Prepare and submit regular service reports ticket volumes SLA adherence first-time fix and repeat rates turnaround time parts usage warranty recoveries and CSAT.

Analyse service trends to identify recurring faults training needs and process-improvement opportunities.

Provide insights and recommendations to management on service strategy cost control and customer retention.

Maintain service dashboards (e.g. in Zoho Desk / Zoho Analytics) for real-time visibility.

Performance Standards & KPIs:

The table below sets the baseline performance expectations for this role these are minimum standards not aspirational targets.

Non-Negotiable Standards:

Breach of any of the following constitutes a serious performance issue:

Always honour agreed SLAs escalate any at-risk job before it breaches.

Never authorise a repair using non-genuine counterfeit or substandard parts.

Never close a job without a quality check and customer confirmation.

Always process warranty claims strictly per policy never misclassify paid repairs as warranty or vice-versa.

Always safeguard parts inventory investigate and report any stock loss or pilferage the same day.

Always handle customer data and complaints professionally and confidentially.

Always escalate safety hazards recurring product faults and major disputes to management immediately.

Always keep accurate auditable service and inventory records.