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Area Service Center Supervisor Benue State

d.light
Full-time
On-site
Benue State, Benue State, Nigeria
Installation & Maintenance

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:Benue State

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