Head of Technical Service

An established company is recruiting for the following position. - Bristol Scientific is Nigeria’s authorised partner for leading scientific equipment OEMs. As we scale, we are hiring a Head of Technical Service to own service delivery, customer outcomes, and engineering team performance. - This is not a senior engineer role. - This role exists to lead people, manage customers, and build structure – while remaining technically credible. What this role is really about You are accountable for how service is delivered, not just whether instruments are fixed. Your scope includes: - Owning service delivery end-to-end, from first customer contact to resolution. - Acting as the senior service and escalation point for key customers. - Managing customer expectations, communication, and trust when things go wrong. - Leading, developing, and holding engineers accountable. - Designing and improving SOPs, workflows, and service discipline as the organisation grows. - Working closely with management on service strategy, resourcing, and priorities. - You will understand the engineering deeply – but you are not expected to be the most hands-on engineer in the room. Who this role is for This role suits someone who: - Has led field service or maintenance teams in a structured, high-stakes environment. - Is comfortable dealing directly with senior customer stakeholders. - Has owned uptime, SLAs, and service performance – not just technical execution. - Can build processes rather than waiting for them to exist. - Knows when to step in technically and when to trust their engineers. Who this role is not for This role is not for: - Engineers who want to remain primarily hands-on. - Candidates expecting mature SOPs and systems to already be in place. - Managers who avoid customer-facing accountability. - People whose comfort zone is tools, spares, and site work. Requirements: - Engineering background (to enable leadership and judgment – not daily field work). - 5+ years’ experience in field service, maintenance, or technical operations. - Proven experience leading engineers or technical teams. - Strong customer-facing and stakeholder management capability. - Based in Lagos or willing to relocate.