Job Description
We are hiring!!!
Job Title: Branch Service Manager – Home Appliances Service Centre
Locations: Lagos / Onitsha / Abuja
Industry: FMCG
Employment Type: Full-time
Job Purpose:
We are seeking a skilled and experienced Branch Service Manager to lead after-sales service operations at the branch level. The role is responsible for ensuring efficient service delivery, high customer satisfaction, and continuous improvement of service standards for home appliances.
The role also involves regular travel to upcountry service centres and dealer locations for audits, inspections, and operational support.
Key Responsibilities:
Branch Operations & Service Delivery
•Oversee daily operations of the service centre, including customer service, repairs, spare parts management, and technician coordination
•Ensure compliance with company policies, safety standards, and service procedures
•Monitor service KPIs and implement corrective actions where necessary
Customer Satisfaction & Complaint Resolution
•Handle escalated customer complaints and ensure timely resolution
•Drive initiatives to improve overall customer experience and satisfaction
Team Leadership & Development
•Supervise service technicians, customer care staff, and support teams
•Conduct training sessions and performance evaluations to maintain service quality
Technical Support
•Provide hands-on technical guidance and troubleshooting support
•Liaise with central technical teams for complex issues and product updates
Inventory & Spare Parts Management
•Ensure availability and proper management of spare parts and service tools
•Coordinate with procurement and logistics for timely replenishment
Audit, Inspection & Dealer Visits
•Conduct regular visits to upcountry service centres and dealer locations for audits and inspections
•Assess service quality and operational compliance at field level
•Document findings and recommend improvements
Franchisee Support & Vendor Management
•Support service franchisees to ensure smooth operations and service excellence
•Monitor franchisee performance and compliance with standards
•Provide guidance for service level improvements
•Manage vendor relationships effectively
Reporting & Analysis
•Prepare regular reports on service performance, customer feedback, and operational metrics
•Analyze trends and recommend strategic improvements
Qualifications & Experience:
•Bachelor’s degree or diploma in Engineering, Electronics, or a related field
•Minimum of 8 years’ experience in after-sales service management (preferably home appliances or consumer electronics)
•Strong leadership, communication, and problem-solving skills
•Willingness to travel for audits, inspections, and dealer visits
•Proficiency in MS Office and service management systems
How to apply: suitable candidates should forward their CVs to jobs@kennediaconsulting.net no later than 15th May 2026
