Company: MeWe Electronics
Location: Eleganza Plaza, Ajao Estate, Lagos
Employment Type: Full-time
Salary: ₦500,000 – ₦750,000 per month
About MeWe Electronics
MeWe Electronics is a foremost Nigerian electronics brand that produces electronic and household appliances for a wide customer base.
About the Role
MeWe Electronics is seeking an experienced and results-driven Service Operation Manager to lead and optimise its after-sales service operations in Lagos. The successful candidate will manage the company’s service network, improve operational efficiency, enhance customer satisfaction, and drive continuous improvement across all after-sales service functions.
The ideal candidate must possess strong leadership capabilities and proven experience in the 3C (Computer, Communication and 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 authorised service centres and collection points.
- Oversee the daily operations of service centres to ensure efficient, timely, and high-quality service delivery.
- Manage the customer contact centre, ensuring prompt handling of customer enquiries, 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 programmes, and other after-sales business opportunities.
- Handle escalated customer complaints and ensure timely resolution through effective corrective actions.
- Analyse 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 programmes.
- Collaborate with Sales, Technical, Logistics, Finance, and Supply Chain departments to improve overall business performance.
- Manage relationships with authorised 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 and Consumer Electronics) industry, Home Appliance industry, Consumer Electronics, or a related manufacturing environment.
- Strong knowledge of after-sales service operations, warranty management, service centre management, spare parts management, and customer support.
- Experience managing authorised 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, both spoken and written. Knowledge of Yoruba, Hausa, Igbo, or other Nigerian languages is an added advantage.
What We Offer
- Competitive salary and performance-based incentives.
- Career development and leadership growth opportunities.
- Opportunity to work with one of Nigeria’s growing consumer electronics and home appliance companies.
- A collaborative, innovative, and performance-driven work environment.
- Continuous learning and professional development opportunities.
How to Apply
Interested and qualified candidates should send their CV to [email protected] or [email protected], using Service Operation Manager as the subject of the email.
Application Closing Date: 30th September, 2026.