Job Responsibilities:
After Sales& Warranty Service
Manage the delivery of EM After Sales and Warranty including, but not limited to, Policy implementation, Partner Warranty Data, Technical Support and After Sales Service (Training and Repair)
Support the BioLite Academy in the delivery of After Sales Training
Drive the technical team in their collection and consolidation of Partner data, including product feedback, critical to providing input into BioLite’s Product Development
Team Management & Growth
Manage EM technicians
Provide continual resource planning and task prioritisation
Ensure all time tracking is completed by the team
Provide personnel management, performance management, identify skills gaps, seek growth opportunities for the team.
Represent EM Technician team activity to leadership & stakeholders
Process & Compliance
Monitor and share status of the implementation of BioLites Warranty Policy, processes, training and tools with Partners
Quality Data Lead. Present monthly KPI performance metrics to the wider BioLite team
Monitor EM Technician team KPI’s and identify initiatives to improve
Drive initiatives to ensure accuracy of Partner Warranty Service Data (Return rates, failure rates, sell-through, inventory)
External Communications
Maintain strong partnerships with Partners to ensure they are supported in all areas of After Sales and Warranty.
Frequently attend bi-weekly Partner meetings for Technical support and After Sales
Internal Communications
Foster and manage positive working relationships with cross-functional teams including business development, product development, manufacturing, operations, quality, and supply-chain.
Attend all internal partner meetings chaired by the Business Development team
Work closely with the Technical Director, ensuring all team priorities are clearly communicated
OtherTechnical Support Areas
Assigning resources on Specialised Quality Certification (QC) Projects and activities for example product re-work, investigations or field testing.
Skills and Qualifications:
Organizational Planning
Team Leadership / people management
Critical thinking
Decision making
Analyzing Information
High level of accountability
Excellent Verbal and Written Communication
Flexible and adaptable
Requirements/Experience:
Minimum BSc / B ENG in Electrical Engineering or relevant degree
5+ years experience in a relevant technical role
3+ years experience leading or managing the day-to-day activity of technicians
Experience working in Sub-Saharan Africa for a company producing or distributing hardware.
Judgement and decision making skills, able to consider the relative costs and benefits of potential actions, choosing the most appropriate one.
Flexible, adaptable and comfortable in a fast-changing environment.
Fast learner. Willing to contribute in areas beyond formal job description.
Apply via :
app.builtforteams.com
