Head of After Sales Service - OEM

About the role

A client, a dynamic smartphone OEM and digital content firm, is looking for a Head of After Sales Service (manager level) in Lagos. The successful candidate will oversee the entire after-sales operation, including the technical repair departments across all regions and the customer service department, and manage the end-to-end process of certifying new devices for launch in the Nigerian market.

Key responsibilities

• Oversee technical repair departments and the customer service department
• Work with operators and regulators to ensure compliance with requirements
• Work with R&D, design and engineering teams to ensure product performance
• Coordinate field testing, regulatory and operator testing
• Monitor product performance and identify areas for improvement
• Represent the company with clients and partners, attend meetings, trainings and seminars, and maintain knowledge and certifications
• Maintain performance and maintenance records and perform preventive maintenance
• Inform management and line engineers of potential electrical/mechanical problems and inherent dangers
• Assist technicians with technical troubleshooting

Required profile

• Minimum 3 years of experience
• Demonstrated experience managing after-sales operations in a reputable telecommunications firm
• Technical degree in Electrical and Electronics Engineering from a reputable institution
• Master's degree and professional certification are an added advantage
• Ability to work in a fast-paced environment

Required skills

• Strong technical capability and problem-solving and analysis skills
• Decision-making, teamwork and leadership skills
• Supervisory capability
• Strong communication and analytical skills