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.