Job Summary
The job holder will develop and implement a process that will identify and develop capability of d.light service centers and partners who will then deliver exceptional after-sales technical support for d.light products.
Job Description
Direct Reporting to: Customer Experience Manager, Kenya
Direct Reportees: Service Center Managers
Position Description
The job holder will develop an evaluation framework & work with regional service center managers to assess the effectiveness of the after sales model in the country.
The Service Centers will offer after-sales technical support (such as Customer education, Warranty inspection, product replacement, Product repair – level 1,2 & 3, replacement stock management & Service tracking through accurate data entry in d.light atlas system).
R&Rs
Review and implement after sales process model in line with laid down strategy.
Provide after sales training to service center managers, Technicians, sales team and logistic coordinators
Identify and vet external service partners, define service level offering, commercial and contractual agreements sign off.
Roll out service network expansion plan based on business requirements ensuring adherence to d.light branding guidelines.
Evaluate Service Centers performance and audit of the after-sales activities at the Service Centers on a quarterly basis.
Share audit feedback with service center managers/partners and follow up on improvement areas identified during the audit period.
Responsible for key country after sales KPI’s Target as set out on a monthly/annual basis: –
Repair Speed (Turnaround Time, Long Term Pending).
Reverse Logistics management.
Used parts return ratio.
Repair Quality – Repeated Repair Ratio.
Parts Availability
Customer satisfaction
Warranty cost management
Long term management
Inventory management – coordinate with service center managers to ensure parts and refurbishment stock availability at all service centers.
Implement daily cycle and weekly inventory counts to ensure it tallies with physical and system.
Ensure 100% Service center compliance on system usage for Ticketing, Work orders, Inventory management and Parts ordering.
Provide weekly and monthly accurate reports for in country after sales operations
Lead & create a climate that attracts, retains and motivates top quality team members
KPIs
Service Center network expansion based on quarterly targets. (100%)
Training of new and existing service center teams.
Quarterly performance audit of Service Centers as per approved evaluation and audit criteria
100% timely utilization and accuracy of after sales tool (Atlas) in all service centers
Spare parts and refurbishment stock availability at the service centers
Pending work orders and customer units at the service centers >3 days.
Weekly & Monthly used parts return/collection ratio by the service centers < 95%
Sign off and management of Reverse logistic partners – countywide coverage and lead time (24 hours)
Weekly and monthly reporting of after sales activities.
Tracking after sales service cost. (Weekly and monthly spare parts usage)
Managing operation efficiency around after sale service.
Supporting the credit team with issues related to defective products
Monthly and quarterly collections targets as pet set targets
Desired Skills and Experience
A degree or diploma in electronics / electrical, Computer science, Business Administration or related field.
Minimum of 7 years in an operational support role, having developed and deployed after sales service strategy for a technology, Telco / FMHA (fast moving home appliances) function.
Demonstrated ability to engage and negotiate with vendors to add value to a business
Demonstrate the ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives.
Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
Superior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacy
Business driven, people focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation and time-management skills
Passion for social enterprise, development of people and environmental benefits
