JOB DESCRIPTION
Key Responsibilities:
- Ensure diagnosis and repair of all products and their accessories sent from the field and ensuring daily collection and transportation of all repaired items back to customers.
- Evaluate all products returned as a result of an aftersale issue are within Warranty and if not advise the customer on the cost of repair.
- Troubleshoot products both remotely and onsite to confirm if the product problem is a technical error or user error.
- Identify solutions to resolve technical product design problems and escalate complex product issues
- Research and interpret blueprints, schematics, and wiring diagrams to better troubleshoot all aftersale issues reported.
- Complete quality assurance inspections, documenting corrective actions and ensure adequate amounts of quality certified products are ready for dispatch to customers
- Set standards operation procedure for all product QA/QC, troubleshooting and repairs and ensure adherence.
- Ensure proper communication, ticketing, and documentation of all aftersale issues
- Generate daily, weekly, and monthly aftersale reports highlighting issues/ product default issues that need to be addressed from the manufacturer's end.
- Perform all aftersale product-related tasks assigned from time to time
Team Coordination
- Collaborate closely with the aftersale engineering and call center teams to resolve all technical issues
- Support the provision of training to the field technical teams on how to identify and resolve repair issues
- Support the provision of training to field technical teams on how to instruct customers about process, usage, and maintenance.
- Manage and resolve all aftersale issues within TAT of 48hrs from when product is received for repair
- Develop positive and professional relationships with channel partners and service providers
- Develop knowledge of all solar products and systems designed by SunCulture
Risk Management
- Be proactive in identifying all product risks based on the aftersale issues reported daily.
- Ensure the team is operating at full capacity to reduce aftersale issues and ask for extra manpower when needed to avoid burnout of team members.
- Communicate and mitigate any risk factors that are encountered with the team while at work
Does this sound like you?
- Bachelor's degree in electrical or mechanical engineering, product design, business, or other relevant fields
- 3 years of experience in providing technical solutions within set TAT to deliver exceptional customer experience
- Comfortable with ambiguity in a fast-evolving environment, and able to plan, be organized, and meet deadlines
- Hands-on, detail-oriented with strong execution skills
- Good communication skills and should ensure information communicated is clear and timely
- Independent thinker able to thrive and make decisions in a fast-paced dynamic environment with little direction
- Organized and an expert in time management
- A proven ability to work with minimal supervision
- Proactive, collaborative, organized, and curious problem solver with a “can-do” attitude
Salary
Competitive
Monthly based
Location
Nairobi, Nairobi County, Kenya
Job Overview
Location
Nairobi, Nairobi County, Kenya
