Job Title: Service Manager / Sr. Manager

Department: Service – CEHA (Consumer Electronics & Home Appliances)
Location: Ghana (Somotex)
Reports To: Head of Electronics
Supervises: Service Technicians, Collection & Parts Team
Seniority Level: Junior / Middle Management
Employment Type: Full-time
Visa Status: Bachelor (for expat applicants)
Salary Range: USD 2000 to 2500 per month (plus expat benefits)

Job Purpose:

Responsible for leading, planning, and executing the service operations for the CEHA business under Somotex, ensuring quality customer support, timely repairs, spare parts availability, and achievement of service revenue goals.

Key Responsibilities:

1. Service & Collections

• Develop and implement the annual service strategy to meet revenue targets.
• Ensure timely and quality repair services with minimal comebacks.
• Drive collections as per service value and maintain healthy customer relations.
• Monitor technician productivity, spare part availability, and compliance with OEM warranties and policies.
• Create marketing initiatives to boost repeat and referral business.

2. Operations

• Handle customer and dealer relations, ensuring clear timelines and resolutions.
• Negotiate pricing and service terms with parts dealers.
• Conduct team and channel training on CEHA products and procedures.
• Oversee audits, cost control, special tools, and ensure service center cleanliness and professional standards.

3. People Management

• Delegate tasks effectively and schedule technician activities.
• Identify training needs and mentor the team to drive performance.
• Build a cohesive, high-performing service workforce.

4. Market Research & Business Development

• Identify new business or service opportunities through market research.
• Track competition, pricing trends, and consumer behavior to inform product and service strategy.
• Drive brand building through exceptional service quality and innovation.

Required Qualifications & Experience:

• BSc in Electrical Engineering or equivalent technical discipline.
• MBA or professional qualification preferred.
• Minimum 10 years of service experience, including 5 years in a leadership position in the CEHA or electronics sector.
• Experience working in a structured service center environment with a reputation for high-quality repairs and customer service.

Key Competencies:

Technical/Functional:

• Strong knowledge of compressor-based appliances and electronics
• Repair, maintenance, and technical documentation familiarity
• Proven expertise in customer relationship management
• Team leadership (minimum of 10 team members)

Managerial:

• Planning, decision-making, delegation
• Crisis and performance management
• Vendor and audit compliance understanding

Human & Conceptual:

• Effective communicator and team player
• Strategic thinker with creative problem-solving skills
• High tolerance and resilience under pressure