After Sales Manager - Kenya at d.light

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