The Role
Manage after-sales operations for HVAC/air conditioning products: lead service engineers, schedule and oversee installations, maintenance, repairs and warranty claims, ensure timely resolution of customer complaints, track service metrics, enforce safety and technical standards, coordinate with Sales/Warehouse/Operations, and produce performance and warranty reports to support customer retention.
Summary Generated by Built In
About
Lontor (Subsidiary of CIG)
Lontor is an international electronics and home appliance brand, known especially in markets like Nigeria. It produces a wide range of consumer products including lighting solutions, rechargeable fans, torches, kitchen appliances, air conditioners, power systems and solar energy products. The brand focuses on quality, innovation, design and energy efficiency, aiming to offer durable and user-friendly products for everyday use.
Job Summary:
We are seeking an experienced and results-driven After-Sales Manager to join our team in the Air Conditioning/HVAC to manage after-sales operations, ensuring excellent customer service, effective technical support, and timely resolution of customer issues.
Key Responsibilities:
- Manage and oversee all after-sales service operations, including installation, maintenance, repairs, troubleshooting, and warranty services.
- Lead, supervise, and coordinate a team of service engineers and technicians.
- Plan and allocate service jobs to engineers based on expertise, location, and priority.
- Ensure timely response and resolution of customer complaints and technical issues.
- Monitor engineers’ performance, productivity, attendance, and service quality.
- Establish and maintain high standards for installation, servicing, repairs, and preventive maintenance.
- Manage warranty claims and ensure proper documentation and follow-up.
- Work closely with Sales, Technical, Warehouse, and Operations teams to resolve after-sales issues.
- Track service requests, turnaround time, repeat complaints, and customer satisfaction.
- Ensure proper use, maintenance, and accountability for company tools, equipment, and service vehicles.
- Prepare regular after-sales reports, including service performance, customer complaints, warranty claims, spare parts usage, and unresolved cases.
- Ensure engineers comply with company policies, safety standards, and technical procedures.
- Support customer retention.
Requirements
Qualifications and Experience:
- Bachelor’s Degree in Mechanical Engineering, Electrical/Electronics Engineering, or a related Engineering discipline.
- COREN cert is mandatory.
- Minimum of 4–5 years’ relevant experience in after-sales/service management, preferably within the Air Conditioning, HVAC, Refrigeration, or Home Appliances industry.
- Strong practical knowledge of air conditioning systems, installation, troubleshooting, servicing, and maintenance.
- Proven experience managing and supervising engineers/technicians.
- Strong understanding of warranty management and technical service operations.
- Excellent customer service and complaint-resolution skills.
- Strong leadership, coordination, and people-management abilities.
- Good knowledge of preventive and corrective maintenance practices.
- Ability to analyze technical/service reports and identify recurring problems.
Benefits
- Statutory Compliance
- HMO
- Leave Allowance
- Lunch Allowance
- Performance Variable
Skills Required
- Bachelor's degree in Mechanical, Electrical/Electronics Engineering, or related engineering discipline
- COREN certification
- Minimum 4-5 years relevant after-sales/service management experience in Air Conditioning, HVAC, Refrigeration, or Home Appliances
- Strong practical knowledge of air conditioning systems, installation, troubleshooting, servicing, and maintenance
- Proven experience managing and supervising engineers/technicians
- Strong understanding of warranty management and technical service operations
- Excellent customer service and complaint-resolution skills
- Leadership, coordination, and people-management abilities
- Knowledge of preventive and corrective maintenance practices
- Ability to analyze technical/service reports and identify recurring problems
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The Company
What We Do
CIG Motors is an original equipment manufacturer (OEM) and the exclusive representative and distributor for leading Chinese automotive brands in Nigeria, offering a wide range of automobiles.
