Service Center Manager

Position Overview

The Service Center Manager is responsible for overseeing the operations, performance, profitability, and strategic direction of the service center. This role involves ensuring customer satisfaction, maintaining service standards, and driving continuous improvement in operational processes.

Key Responsibilities

• Manage daily operations of the service center, ensuring seamless service delivery and customer satisfaction
• Supervise and provide guidance to all staff at the Service Center
• Oversee the receipt, storage, and dispatch of spare parts, ensuring accuracy and availability of stock
• Monitor and evaluate staff performance, providing coaching and training where necessary
• Establish and track service KPIs, such as customer satisfaction, response/resolution time, and inventory accuracy
• Ensure prompt resolution of escalated customer issues and complaints
• Coordinate with procurement and technical teams to align spare parts inventory with service requirements
• Maintain compliance with company policies, safety procedures, and regulatory standards
• Prepare and present periodic reports on service performance, customer feedback, and inventory levels
• Drive continuous improvement initiatives to enhance service center operations and customer experience

Required Qualifications

• B.Sc./HND in Business Administration, Supply Chain, or related field (Master's degree is an added advantage)
• 5–7 years' experience in customer service or service operations, with at least 2 years in a managerial role
• Proven experience overseeing inventory or spare parts operations (highly desirable)
• Strong leadership, team management, and conflict resolution skills
• Excellent communication, analytical, and organizational abilities
• Proficiency in Microsoft Office Suite and ERP/inventory management software