Kryptonite International LTD, a market leader in the consumer electronics sector, is excited to announce a new career opportunity within our dynamic and fast-growing service division. We are currently looking for a Service Center Operations Manager to lead our after-sales support function in Nairobi.
If you are a strategic thinker with a technical background, a passion for operational efficiency, and a desire to enhance customer satisfaction through excellent service delivery, we would love to meet you. This is a full-time leadership role designed for a seasoned professional ready to take charge of an essential part of our customer journey.
About Kryptonite International LTD Service Center Operations Manager
At Kryptonite International LTD, we bring world-class electronic solutions to homes and businesses across Kenya. Our commitment to quality, innovation, and customer satisfaction drives everything we do—from designing reliable products to delivering unmatched after-sales service.
Our service center is the heartbeat of customer retention and experience, providing warranty and non-warranty repair services for televisions, audio systems, refrigerators, microwaves, cookers, and more. With a focus on first-time fixes, minimal turnaround times, and exceptional service, we aim to set the benchmark in Kenya’s electronics service industry.
Position: Service Center Operations Manager
Location: Nairobi, Kenya
Job Type: Full Time
Experience Level: 5+ Years
Industry: Electronics
Date Posted: 14th April 2025
We are seeking a driven and highly organized Service Center Operations Manager to oversee and elevate our entire after-sales ecosystem. From managing front-desk reception to ensuring top-notch repair quality, this role requires a blend of leadership, technical knowledge, and customer-centric thinking.
Key Responsibilities
1. Service Center Operations Management
- Lead daily operations across the service center, ensuring seamless coordination of service intake, diagnostics, repairs, customer service, and follow-ups.
- Design, document, and enforce Standard Operating Procedures (SOPs) to ensure high-quality and consistent service delivery.
- Track all service jobs using CRM and service management platforms, ensuring on-time closure in accordance with internal SLAs.
- Analyze operational bottlenecks and implement improvements for speed and quality.
2. Technical & Quality Oversight
- Supervise diagnosis and repairs for a range of consumer electronics and home appliances.
- Enforce technical standards to ensure minimal rework and high first-time fix rates.
- Coordinate with product and engineering teams to report on recurring issues and receive training on new technologies.
- Conduct regular internal audits to validate the technical accuracy of completed repairs.
3. Team Leadership & Performance Management
- Manage and mentor a multi-disciplinary team of technicians, customer service agents, field engineers, and support staff.
- Set clear KPIs for individuals and teams and conduct regular performance evaluations.
- Build a collaborative and motivated work environment centered on accountability and customer-first thinking.
- Provide training, coaching, and capacity-building programs to uplift team capabilities.
4. Spare Parts & Inventory Management
- Liaise with the logistics and procurement departments to maintain an optimal inventory of genuine spare parts and tools.
- Monitor part usage, prevent misuse, and ensure proper documentation for all inventory movements.
- Carry out regular physical stock audits and reconcile with system records.
- Mitigate risks of stock-outs and ensure timely reordering.
5. Warranty & Claims Administration
- Handle warranty cases efficiently, ensuring full compliance with both internal policies and manufacturer requirements.
- Process claims with suppliers and manufacturers and maintain a database for all reimbursed repairs.
- Differentiate between in-warranty and out-of-warranty repairs and maintain proper documentation for each.
6. Customer Experience & Satisfaction
- Oversee all customer interactions across service channels including walk-ins, phone, email, and digital platforms.
- Guarantee courteous, timely, and professional responses to all customer inquiries.
- Implement feedback mechanisms such as surveys, reviews, and Net Promoter Score (NPS) tools.
- Resolve escalated customer complaints promptly and professionally to retain trust and satisfaction.
7. Reporting & Strategic Insights
- Prepare weekly, monthly, and quarterly performance reports covering:
- Turnaround Time (TAT)
- First-Time Fix Rate (FTFR)
- Repeat Repair Cases
- Customer Satisfaction Scores (CSAT, NPS)
- Spare Parts Consumption & Cost
- Analyze trends, identify service gaps, and recommend data-driven strategies to improve efficiency and profitability.
- Present insights to senior management with actionable recommendations for continuous improvement.
Why Join Kryptonite International LTD?
- Work with a passionate and customer-centric team
- Be part of a leading brand in electronics and innovation
- Shape and influence service delivery strategy at a national level
- Career growth and training opportunities within the organization
- Competitive compensation package
Ideal Candidate Profile
While this job post does not list qualifications, the ideal candidate should be an experienced leader in after-sales service operations with a strong background in electronics repairs, inventory control, and team management. A customer-first mindset and analytical approach to problem-solving are essential.
Refer to the Attached PDF for More Details
If a PDF is attached to this job post, we recommend reviewing it for any additional job details and instructions relevant to this opportunity.
How to Apply
If you’re ready to take the next step in your career and join a fast-paced, innovation-driven organization, click the button below to submit your application.
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We look forward to welcoming you to Kryptonite International LTD—where your skills help us create excellent customer experiences every day.
