Regional Service Centre Manager

• The job holder will execute after sales initiatives for d.light within a designated region through partnerships with appointed partners and in d.light service offices. The holder will be involved in sourcing, onboarding, capacity building, monitoring and evaluation of service partners within the region with an aim of delivering excellent Customer Experience & After Sales Services in the respective region.

R&Rs

• Source and vet potential field technicians/service partners within a designated region as per approved criteria. The Service Centers will offer after-sales technical support, such as customer education, warranty inspection, product replacement, product repair, stock management & Service tracking through accurate data entry in d. light Atlas system.
• Assist with d. light contracts sign off with the potential field technicians/partner/vendors.
• Provide After sales training to upskill regional teams such as, technicians, collection and sales teams.
• Monitoring and tracking of Service partners performance and audit of the after-sales activities they do monthly.
• Responsible for designated Regional After sales KPIs Target achievement as set out on a monthly/annual basis: –
• Repair Speed (Turnaround Time, Long Term Pending).
• New spare parts inventory management
• Used parts management and return ratio.
• Repair Quality - Repeated Repair Ratio.
• Parts Availability – forecasting for the region the required spare inventory
• Customer satisfaction
• Partnership review on service
• Aftersales related revenue
• Experience metrics: Attainment of signed off matrices designed to better enhance customer experience in the region.
• Vendor Payment management: Constant review of partner earnings, and provision of support that would ensure a healthy running service partner within the d.light policy and operational provisions.

Requirements

• KPIs
• Activate field technician/partner/vendors (Authorized Service Centers) as per budget and roll out plan
• Monthly performance checks of acknowledged Service Centers as per approved evaluation and audit criteria
• 100% timely utilization and accuracy of after sales tool (Atlas) in the regional & acknowledge service centers
• Spare parts management: Forecast and 100% accuracy of stock management both with ASCs, FTs and Regional Service Center
• Pending tickets & work orders and customer units to the service centers management as per KPIs that will be reviewed from time to time
• Weekly/Monthly used parts return/collection ratio by the regional and acknowledged service center(s)
• Daily/weekly/Monthly after sales reports at the Regional Service Center and ASCs.
• Partner/ASCs engagement feedback.

Desired Skills and Experience

• A Diploma in the area of Computer Science, Maintenance, electronics and/or electrical engineering. A First Degree in above will be an added advantage.
• Minimum of 4 years in a busy service field supporting a broad electronics segment e.g. 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.