About This Role
This role is about bridging operational precision with customer-facing service delivery in a high-volume technical environment. As the Service Center Operations Lead at National Marketers PLC, you will be the linchpin between workshop efficiency and client satisfaction, tasked with reducing downtime and improving service quality. It suits a seasoned professional who thrives on managing both people and processes, especially within Ethiopia’s growing industrial and retail service sectors where after-sales support is critical for brand reputation.
What the Requirements Say About This Role
The emphasis on overseeing technicians and job card management signals a need for someone with hands-on technical grounding, not just administrative oversight. The implied profile is a leader who can troubleshoot operational bottlenecks in real-time, coach technical teams, and enforce standards without micromanaging. Experience in coordinating resources and improving turnaround times suggests the employer values candidates who have previously optimized service workflows, likely in automotive, electronics, or machinery support contexts.
How to Approach This Application
Tailor your application to showcase specific examples where you reduced service turnaround times or improved workshop productivity in a previous role. Highlight your ability to manage both technical staff and customer expectations, as this role requires balancing internal efficiency with external satisfaction. Since National Marketers PLC operates in a competitive market, emphasize any experience with performance metrics, job card systems, or field service coordination—these details will set you apart from general management applicants.
Who This Role Suits
This role is best suited for a mid-to-senior operations professional with at least five years in a technical service environment, ideally within a multinational or large local distributor. Competition is moderate but focused; candidates with proven leadership in workshop or field service settings will have a clear advantage.
About the Role
The Service Center Operations Lead is responsible for managing day-to-day service center operations, ensuring efficient workshop activities, high-quality technical support, and strong customer service delivery.
The role oversees technicians, job card management, operational planning, turnaround time improvement, and service center performance.
Key Responsibilities
Service Center Operations
- Manage daily workshop and field service operations
- Ensure efficient job card planning, scheduling, and completion
- Monitor service turnaround times and operational efficiency
- Ensure compliance with service procedures and operational standards
- Coordinate technical resources, tools, and workshop readiness
- Improve productivity and service quality performance
- Team Leadership & Performance
- Lead and supervise service engineers and technicians
- Monitor technician productivity and KPI performance
- Conduct coaching, training, and technical development activities
- Ensure proper workload allocation and operational discipline
- Support implementation of continuous improvement initiatives
Customer Service & Coordination
- Ensure effective communication with customers regarding service status
- Monitor customer satisfaction and complaint resolution
- Coordinate with spare parts and sales teams for service support
- Ensure timely closure of service requests and documentation
Reporting & Compliance
- Prepare operational performance and service reports
- Monitor service costs, workshop utilization, and efficiency indicators
- Ensure proper SAP/service management system utilization
- Maintain service records, job cards, and technical documentation
What We’re Looking For
Minimum Qualifications
- Bachelor’s degree in Electrical Engineering, Electronics, IT, Mechanical, or related field
- 7–9 years of experience in technical service operations or workshop management
- Minimum 3 years in a supervisory or leadership role
- Experience in office automation equipment, printers, copiers, or related technology is preferred
Skills & Competencies
- Workshop & Service Operations Management
- Technical Team Leadership
- Service Planning & Coordination
- Customer Service Management
KPI & Performance Monitoring
- Problem Solving & Decision Making
- ERP/SAP Knowledge
- Process Improvement & Operational Efficiency
What You’ll Get
- Opportunity to lead operational transformation initiatives
- A dynamic technical working environment
- Professional development and leadership growth opportunities
- Exposure to modern service management practices
How To Apply
How to Apply
Interested applicants are encouraged to apply through the application form below:
Only shortlisted candidates will be contacted.
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Service Center Operations Lead
National Marketers PLC
