Position Description
The job holder will execute Aftersales initiative for d.light within a designated region through partnering with appointed vendors and partners. This will involve sourcing, contracting and onboarding, developing capability and monitoring vendor activity with an aim of delivering excellent Customer Experience & Aftersales Services.
The Service Centers will offer after-sales technical support (such as customer education, warranty inspection, product replacement, product repair – level 1, replacement, stock management & Service tracking through accurate data entry in d.light atlas system).
Responsibilities
* Source and vet potential field technicians/vendors/service partners within a designated region as per approved criteria.
* Assist with d.light contracts sign off with the potential field technicians/partner/vendors.
* Capability building of signed off field technicians/partners/vendors to d.light approved curriculum.
* Provide after sales training to acknowledge service center Leads, Technicians, sales team.
* Monitoring and tracking of Service Centers performance and audit of the after-sales activities monthly.
* Responsible for designated Region Aftersales KPIs Target as set out on a monthly/annual basis.
* Repair Speed (Turnaround Time, Long Term Pending).
* Used parts return ratio.
* Repair Quality – Repeated Repair Ratio.
* Parts Availability.
* Customer satisfaction.
* Partnership Review on Service.
* Revenue.
* Experience metrics: attainment of signed off matrices aimed at better enhanced customer experience in the regions.
* Vendor Payment: Ensure reconciled payment schedules for the designated region ASCs and to be within the approved budget.
Requirements
* A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage.
* Minimum of 2-5 years in a busy field related environment supporting mass segment products (solar energy products, home electronics, mobile phone etc).
* Possess superb customer service skills and an ability to diagnose and solve problems from both technical and non-technical descriptions provided by customers and partners.
* Demonstrate negotiation and monitoring skills in managing 3rd party vendors.
* Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
* Excellent organizational, multi-tasking and time-management skills.
* Passion for social enterprise, development of people and environment benefits.
Location: Kwara (Offa)
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