MeWe Electronics is a foremost Nigerian brand of electronics, the company produces electronic and household appliances for a vast customer base. We have a strong sense of values and culture. We believe in strength in diversity and therefore do not discriminate any individual basen on color, gender or status. MeWe Electronics is committed to making a major positive impact in the society by and large.About the Role
MeWe Electronics is seeking an experienced and results-driven Service Operation Manager to lead and optimize our after-sales service operations in Lagos. The successful candidate will be responsible for managing the company’s service network, improving operational efficiency, enhancing customer satisfaction, and driving continuous improvement across all after-sales service functions.
The ideal candidate must possess strong leadership capabilities and proven experience in the 3C’s (Computer, Communication & Consumer Electronics) or Home Appliance industry, with a solid understanding of after-sales service management, customer experience, and service network operations.
Key Responsibilities
Develop, expand, and manage the company’s after-sales service network, including authorized service centers and collection points.
Oversee the daily operations of service centers to ensure efficient, timely, and high-quality service delivery.
Manage the customer contact center, ensuring prompt handling of customer inquiries, complaints, and repair requests.
Monitor and improve key service performance indicators (KPIs), including First-Time Fix Rate (FTFR), turnaround time (TAT), service productivity, and customer satisfaction (CSAT).
Coordinate after-sales logistics, spare parts distribution, inventory support, and service scheduling to ensure seamless operations.
Develop and implement strategies to improve service quality, operational efficiency, and customer experience.
Drive value-added service initiatives, including spare parts sales, refurbished products, trade-in programs, and other after-sales business opportunities.
Handle escalated customer complaints and ensure timely resolution through effective corrective actions.
Analyze operational performance, prepare management reports, and recommend process improvements based on data analysis.
Lead, coach, and develop service teams while implementing performance management and continuous training programs.
Collaborate with Sales, Technical, Logistics, Finance, and Supply Chain departments to improve overall business performance.
Manage relationships with authorized service partners, contractors, logistics providers, and other external stakeholders.
Ensure compliance with company policies, service standards, quality requirements, and safety regulations.
Requirements
Bachelor’s Degree or HND in Business Administration, Engineering, Marketing, Supply Chain Management, Operations Management, or a related discipline.
Minimum of 5 years’ experience in After-Sales Service Operations, Service Management, or Customer Service Management, with at least 3 years in a leadership role.
Mandatory experience in the 3C (Computer, Communication & Consumer Electronics) industry, Home Appliance industry, Consumer Electronics, or a related manufacturing environment.
Strong knowledge of after-sales service operations, warranty management, service center management, spare parts management, and customer support.
Experience managing authorized service networks and third-party service providers.
Proficiency in Microsoft Excel, ERP/CRM systems, and data analysis tools.
Strong analytical, problem-solving, and decision-making skills.
Excellent leadership, communication, negotiation, and stakeholder management skills.
Ability to work in a fast-paced, target-driven environment and manage multiple priorities effectively.
Fluent in English (spoken and written). Knowledge of Yoruba, Hausa, Igbo, or other Nigerian languages is an added advantage.