Head of Service Department

BACK TO ALL VACANCIES

Role: Head of Service Department
Organization: MultiTech
Deadline: Monday 10th June 2025
Location: Freetown, Sierra Leone. Open to all Sierra Leoneans

 

Application Guide: Submit your CV and Cover Letter to info@afriqia-solutions.com with “Head of Service Department” in the Subject Line.

 

Company Overview

MultiTech is a leading renewable energy and engineering solutions company in Sierra Leone, committed
to delivering sustainable, high-quality solar and electrical services. With a proven track record across
residential, commercial and institutional sectors, MultiTech is dedicated to improving energy access and
infrastructure through innovation, professionalism and reliable service. Our focus is on long-term
satisfaction and system efficiency, backed by a skilled team and strategic approach.

 

Purpose

We are looking for a results-driven and detail-oriented Head of Service Department to oversee the
organisation’s service operations and client support initiatives. This role is central to ensuring the
efficiency and effectiveness of our maintenance service for installed solar systems. The successful
candidate will be responsible for generating and managing service contracts, coordinating routine
technical maintenance visits and leading the service team in delivering excellent customer experience
and system upkeep.

Key Responsibilities

  • Lead the Service Department and supervise technicians to ensure high-quality, consistent service
    delivery.
  • Generate, issue and manage service contracts for all clients, ensuring accuracy and compliance
    with company standards.
  • Utilize the existing client database, in collaboration with the Technical and Customer Relations
    teams, to identify clients requiring service contracts.
  • Contact clients individually to formalise and sign service agreements.
  • Maintain and update the client service database, contract records and maintenance schedules.
  • Plan and coordinate monthly site visits for the service team to carry out routine system checks
    and preventive maintenance, using a dedicated tracking tool.
  • Liaise directly with clients to address service-related concerns and provide timely follow-up on
    issues.
  • Monitor client satisfaction by tracking response times and service quality, ensuring timely
    dispatch of technicians and appropriate communication frequency.
  • Work closely with the Finance team toe ensure service-related invoices are issued accurately and
    on time.
  • Develop and implement service performance monitoring tools and metrics to evaluate
    technicians’ output and client satisfaction.
  • Ensure proper documentation and archiving of all service activities, reports and client
    communications.
  • Collaborate with the Operations and Technical teams to streamline service processes and drive
    continuous improvement.
  • Provide training, support and mentorship to service staff to enhance technical and customer
    service skills.

Qualifications and Experience

  • Bachelor’s Degree in Engineering, Business Administration, Project Management or related field.
  • Minimum of 3-5 years’ experience in a supervisory or managerial role within a service or
    operations environment.
  • Experience in renewable energy, solar systems or engineering services is a strong advantage.
  • Proven experience in contract management and team leadership.

Skills and Competencies

  • Strong leadership, planning and organizational skills.
  • Excellent written and verbal communication skills.
  • High attention to detail with strong documentation and reporting skills.
  • Ability to manage multiple projects and schedules simultaneously.
  • Technically inclined and able to interpret service reports and system performance data.
  • Proficient in Microsoft Office Suite and relevant Customer Relations Management or service
    management tools.

Working Conditions

  • Strong leadership, planning and organizational skills.
  • Excellent written and verbal communication skills.
  • High attention to detail with strong documentation and reporting skills.
  • Ability to manage multiple projects and schedules simultaneously.
  • Technically inclined and able to interpret service reports and system performance data.
  • Proficient in Microsoft Office Suite and relevant Customer Relations Management or service
    management tools.

 

Working Conditions

  • Full-time, on-site role based in Freetown with occasional field visits.