CUSTOMER SERVICE OFFICER - TECHNICAL AT ADVENTURE CAPITAL GROUP | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Adventure Capital Group is recruiting to fill the position above.

Job Description:

We are seeking a high-caliber Technical Customer Service Officer to serve as the critical interface between our engineering operations and our elite client base in Lagos. This is not a traditional call-center role; it is a "Technical Account Management" position designed for a Mechanical or Electrical Engineer who can translate complex cooling system requirements into actionable service agreements.

Your mission is to oversee the entire service lifecycle—from initial fault documentation and quotation to the management of Service Level Agreements (SLAs) and preventive maintenance schedules. You will be responsible for ensuring that our technical output aligns with customer expectations while maintaining strict safety and environmental standards. If you have the technical depth to interpret electrical drawings and the commercial acumen to manage multi-million naira service portfolios, we want you to lead our customer engagement.

Requirements:

1. Technical Service Governance & Documentation

• Lifecycle Management: Own the repair order process from initiation to final closure, ensuring a seamless handover to the accounts department for billing.

• Precision Estimation: Prepare and communicate accurate technical estimates and quotations, securing timely approvals through expert stakeholder management.

• Operational Reporting: Maintain rigorous Work in Progress (WIP) and Prospect Reports to provide leadership with real-time data for strategic decision-making.

2. Reliability & Asset Management (SLAs)

• SLA Architecture: Draft and renew Service Level Agreements (SLAs) tailored to specific industrial or commercial cooling needs.

• Preventive Strategy: Enforce strict adherence to preventive maintenance schedules, proactively reducing equipment downtime and extending asset lifespans.

• Drawing Interpretation: Utilize your engineering background to interpret mechanical and electrical drawings, ensuring service requests are technically sound.

3. Safety, Compliance & Risk

• HSE Leadership: Actively participate in safety meetings and emergency response systems, ensuring all service activities meet environmental and safety standards.

• Protocol Adherence: Ensure every customer interaction and technical intervention complies with company policies and global service excellence protocols.

Qualifications and Skills:

Professional Profile

• Education: Minimum of a Bachelor’s Degree in Mechanical or Electrical Engineering (or related technical discipline).

• Experience: Minimum of 3 years of experience in technical customer support, specifically within cooling systems, HVAC, or related thermal engineering fields.

• Technical Depth: Ability to read and interpret complex mechanical/electrical schematics and cooling product specifications.

Core Competencies

• Stakeholder Management: Excellent verbal and written communication skills to bridge the gap between field technicians and corporate clients.

• Problem-Solving: A proven track record of resolving technical disputes and delivering high customer satisfaction scores.

• Documentation: High proficiency in organizational tools and CRM systems for tracking service history.

Salary

Application Closing Date: Not specified

Application Instructions:

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