Service Center Manager – After Sales Manager

About the role

The Service Center Manager leads the after‑sales experience and technical service operations for Vision Plus. You will own service quality, turnaround times, and customer trust, ensuring every device is diagnosed, repaired, and returned on schedule, to standard, and at controlled cost.

Key responsibilities

• Oversee end‑to‑end service centre operations, including front‑desk intake, diagnostics, repairs, parts management, quality control, and customer follow‑up.
• Develop, implement, and maintain SOPs for all service functions to guarantee consistency, efficiency, and compliance.
• Monitor ticket flow from intake to closure, ensuring service orders meet SLA and quality standards.
• Lead and coach repair technicians, customer‑service agents, field engineers, and support staff, setting performance targets and fostering a culture of accountability.
• Manage inventory of genuine spare parts, minimise wastage, and ensure parts availability without stock‑outs.
• Process warranty claims accurately and recover reimbursements from suppliers or partners.
• Analyse service data, generate reports, and provide actionable insights to improve product quality and customer experience.

Required profile

• Proven operational discipline with the ability to run a service centre profitably and cleanly every day.
• Strong technical credibility and understanding of diagnostics, repairs, and parts logistics.
• Demonstrated people‑leadership skills, capable of motivating multidisciplinary teams.
• Excellent analytical mindset to turn service data into insights for product and process improvement.
• Commitment to non‑negotiable standards of service quality, turnaround time, and customer satisfaction.

Required skills