Service Manager

SUMMARY:
Service Manager

POSITION INFO:
The Electrical & Mechanical Service Manager leads, organizes, and oversees the field service and workshop operations. This role manages a team of technicians to ensure the safe, efficient, and timely installation, preventive maintenance, troubleshooting, and repair of electro-mechanical systems, industrial machinery, and commercial infrastructure. The manager balances team leadership, technical escalation support, service-level agreements (SLAs), and client satisfaction. 1. Team Leadership & People Management Supervise, mentor, and lead a team of electrical and mechanical technicians, apprentices, and support staff. Plan and dispatch daily\/weekly service schedules, work orders, and emergency breakdown responses based on skill set and priority. Conduct recruitment, onboarding, skills assessments, safety briefings, and regular performance evaluations. Promote a strong culture of workplace safety, adherence to lockout\/tagout (LOTO) protocols, and compliance with local\/national electrical and mechanical safety codes. 2. Technical Operations & Project Oversight Act as the senior technical escalation point for complex multi-disciplinary faults Review and interpret complex electrical schematics, P&IDs (piping and instrumentation diagrams), and mechanical blueprints. Oversee the commissioning, retrofitting, preventive maintenance, and corrective repairs of equipment across client sites. Monitor key performance indicators (KPIs), including: Mean Time to Repair (MTTR) and first-time fix rates Breakdown response times (e.g., attending calls within SLA windows) Equipment uptime against contract thresholds 3. Client & Stakeholder Management Serve as the primary technical and commercial contact for service-contract and non-contract clients. Investigate and resolve customer complaints or service escalations promptly. Identify upsell or expansion opportunities, assist in quoting for spare parts and extra work, and support Annual Maintenance Contract (AMC) renewals. 4. Financial & Asset Management Assist in drafting and managing the departmental operational and capital budget. Monitor spare parts inventory, critical stock levels, and tool\/vehicle fleet readiness. Review service reports, timesheets, and warranty claims to control costs and maintain profitability. Required Qualifications & Experience Education: National Diploma, Higher National Diploma (HND), B-Tech, or Bachelor's Degree in Electrical Engineering, Mechanical Engineering, or Mechatronics (or equivalent trade\/millwright certification). Experience: 3 - 5 years of hands-on experience in electro-mechanical maintenance, field service, or industrial plant operations. Technical Competencies: Deep working knowledge of both electrical power\/control systems (PLCs, switchgear, motors, wiring) and mechanical systems (gearboxes, bearings, hydraulics, pneumatics). Proficiency in reading technical manuals, schematics, and engineering drawings. Familiarity with Computerized Maintenance Management Systems (CMMS) or service dispatch software. Certificates \/ Licenses: Valid driver's license. Own vehicle