Appliance Traders Limited - Head of Service

Kingston, Jamaica, Jamaica

Full Time

Customer Experience

Senior Manager/Supervisor

Head of Service

About Role:
We're looking for an experienced, customer-focused, operationally sound Head of Service to lead our Service department. This is a senior leadership role with full strategic and operational responsibility for technical support, repairs, and after-sales service, spanning a team that covers dispatch, parts, technical, and quality functions. If you are a results-oriented leader who thrives on building high-performing teams, driving revenue growth, and delivering exceptional customer outcomes, we want to hear from you.

Core Functions:

Develop and execute the strategic plan for revenue and profitability growth across the service business unit.
Design and implement service policies, operational procedures, and continuous improvement plans.
Oversee the end-to-end activities of Dispatch & Scheduling, Parts, Technical, and Quality & Training functions.
Monitor service delivery metrics and drive corrective action where KPAs are not achieved.
Develop and manage the service department budget, covering labour, parts, and overheads.
Collaborate with B2B and Retail teams to ensure service commitments are consistently met.
Lead escalation management for complex or unresolved service issues.
Ensure compliance with health, safety, and technical standards across all service operations.
Support recruitment, onboarding, and development of service department staff.
Lead the operation and sales of counter parts to drive incremental revenue.

Qualification, Experience, and Skillset Requirements:

Bachelor’s degree in business administration, Operations, Engineering, or a related field.
A postgraduate qualification (MBA or equivalent) is advantageous.
Minimum of 5 years in a senior leadership or management role overseeing multi-functional teams.
Demonstrated experience managing P&L or a revenue-generating business unit.
Proven track record in service contract management, parts operations, and technical workforce management.
Experience across B2B and retail service environments is strongly preferred.

Technical Knowledge:

Working knowledge of service management systems — job scheduling, dispatch, and CRM platforms.
Familiarity with health, safety, and technical compliance standards.
Understanding of parts inventory management and supply chain principles.

Key Attributes Desired:

Business savvy
Strategic thinker
Operational leader
Data-driven
People developer
Customer focused
Cross-functional collaborator

Please note: Only shortlisted candidates will be contacted. Thank you for your application!

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Appliance Traders Limited - Head of Service

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