Service Center Manager – After Sales Manager Job Vision Plus

AI summary

Vision Plus is hiring a Service Center Manager – After Sales Manager to own the after-sales experience and technical service operation end-to-end. The role involves leading technicians and customer-service agents, ensuring SLA compliance, quality, cost control, and customer satisfaction. Based in Kiambu, this full-time management position requires operational discipline and people leadership.

• Own after-sales experience and technical service operation end-to-end.
• Lead technicians, customer-service agents, and field engineers.
• Focus on SLA compliance, quality, cost control, and customer satisfaction.

Description

Home » Jobs In Kenya » Customer Service Jobs In Kenya » Service Center Manager – After Sales Manager Job Vision Plus Job Title: Service Center Manager – After Sales Manager Date Posted: 21/07/2026 Job Type: Full Time Job Level: Management Employer: Vision Plus Industry: Customer Service Salary: Open Location: Kiambu Country: Kenya Deadline: 10/08/2026 Summary: Customer Service Jobs, Vision Plus Jobs. Looking for a customer service job in Kenya? Vision Plus is hiring a Service Center Manager – After Sales Manager skilled in after-sales service management, technical support oversight & customer escalation handling. 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. 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 rep