Looking for an engineering job in Kenya? Vision Plus is hiring a Service Center Manager - After Sales Manager to oversee technical service center operations, and improve customer satisfaction. The role is based in Nairobi and experience in engineering is required.
About the Role:
- The Service Manager owns the after-sales experience and the
technical service operation end to end. You are not a desk supervisor you
are the owner of service quality, turnaround, and customer
trust for Vision Plus. Every device that comes through the service
centre must be diagnosed, repaired, and returned to a satisfied customer
on time, to standard, and at controlled cost.
- You lead the technicians, customer-service agents, and field
engineers; you set the standards they work to; and you are the bridge
between the customer, the workshop, procurement, and the wider business.
You run the centre to clear SLAs, keep genuine parts flowing, recover
warranty costs, and turn service data into insight that improves the
product and the customer experience.
- This role demands operational discipline, technical credibility, and
people leadership. Standards are non-negotiable, and the business must be
able to trust that the service centre runs cleanly and profitably every
day.
Key
Measures of Performance:
- Performance is assessed on service delivery, repair quality, cost
control, team output, and customer satisfaction:
Service
Operations & SLA
- Service orders consistently completed within agreed SLAs and quality
standards.
- Service-centre functions run to documented SOPs; ticket flow tracked
from intake to closure.
Quality
& Reliability
- High first-time fix rate and low repeat / recall rate, verified
through periodic quality audits.
- Recurring faults and product issues fed back to engineering /
product teams.
Team
& Productivity
- Individual and team KPIs defined, tracked, and met; a culture of
accountability and continuous improvement.
Cost
& Inventory
- Genuine spare parts available without stock-outs; wastage and
pilferage minimised.
- Warranty claims processed correctly and reimbursements recovered
from suppliers / partners.
Customer
Experience
• High
customer satisfaction (CSAT); escalations and disputes resolved professionally
and on time.
Reporting
- Accurate, timely service reports and actionable insights delivered
to management.
Key Responsibilities:
Service
Centre Operations Management (20%)
- Oversee the end-to-end operations of the service centre
front-desk operations, diagnostics, repairs, parts management,
quality control, and customer follow-up.
- Develop and implement standard operating procedures (SOPs) for all
service functions to ensure consistency, efficiency, and compliance.
- Monitor service-ticket flow from intake to closure using
service-management software or CRM tools.
- Ensure all service orders are completed within agreed SLAs and
quality standards.
Technical
& Quality Oversight (15%)
- Ensure accurate and timely technical diagnosis and repair of
consumer electronics (TVs, audio systems) and home appliances
(refrigerators, microwaves, cookers).
- Conduct periodic quality audits on repairs to minimise repeat rates
and maximise first-time fix rates.
- Work closely with engineering and product teams to stay up to date
with new products and provide feedback on recurring technical issues or
design flaws.
Team
Leadership & Performance Management (15%)
- Lead and manage a cross-functional team of repair technicians,
customer-service agents, field engineers, and support staff.
- Define individual and team KPIs and monitor performance against
targets.
- Foster a culture of accountability, continuous improvement, and
customer-first service through coaching, scheduling, and training.
Spare
Parts & Inventory Management (15%)
- Collaborate with procurement / logistics teams to ensure optimal
availability of genuine spare parts and service tools.
- Maintain accurate records of part usage, wastage, and inventory
turnover.
- Prevent stock-outs and pilferage through regular audits and system
controls.
Warranty
& Claims Administration (15%)
- Handle all warranty cases in accordance with internal policies and
company guidelines.
- Process and track warranty reimbursements from suppliers or
partners.
- Maintain accurate records of repairs covered under warranty versus
paid repairs.
Customer
Experience & Satisfaction (10%)
- Supervise customer interactions across all service channels
(walk-in, calls, emails, online) and ensure professionalism, empathy, and
timely resolution.
- Set up mechanisms to capture customer feedback and implement
corrective actions where necessary.
- Handle escalated customer complaints and disputes with diplomacy and
effectiveness.
Reporting
& Strategic Insights (10%)
- Prepare and submit regular service reports — ticket volumes, SLA
adherence, first-time fix and repeat rates, turnaround time, parts usage,
warranty recoveries, and CSAT.
- Analyse service trends to identify recurring faults, training needs,
and process-improvement opportunities.
- Provide insights and recommendations to management on service
strategy, cost control, and customer retention.
- Maintain service dashboards (e.g. in Zoho Desk / Zoho Analytics) for
real-time visibility.
Qualifications:
- Bachelor’s degree or Diploma in Electrical & Electronic
Engineering, Electronics Technology, or a related field (required).
- A qualification in operations, business, or service management is an
added advantage.
- Minimum 5 years’ experience in electronics / appliance service, with
at least 2 years in a supervisory or management role.
- Strong technical knowledge of consumer electronics and home
appliances.
- Experience running a service operation to SLAs using
service-management / CRM software (Zoho Desk / CRM an advantage).
- Working knowledge of warranty administration and spare-parts /
inventory management.
- Proven team leadership and performance-management experience.
- Strong reporting and analytical skills (advanced Excel; Zoho
Analytics or Power BI an added advantage).
Strategic Competencies:
- Ownership of the service experience: you treat service quality and
turnaround as your personal standard, not a target handed down.
- Operational discipline: you run to SOPs and SLAs, plan capacity, and
keep the centre flowing.
- Quality focus: you drive first-time fix and stamp out repeat faults.
- People leadership: you set clear expectations, coach the team, and
hold them accountable fairly.
- Customer-centricity: you resolve issues with empathy and protect the
brand’s reputation.
- Commercial awareness: you control parts cost, minimise waste, and
recover every warranty shilling owed.
- Data-driven: you use service data to make decisions and surface
product and process insights.
- Integrity: genuine parts, honest warranty handling, and accurate
records — every time.
How to Apply
