Job Description

The job holder will provide excellent customer service, repair faulty customer units, manage spare part stock and meet monthly sales and revenue targets within the Service Centre in a designated region.

Roles & Responsibilities

• Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
• Ensure all customers worked on pay post repair
• Continuous ticketing training for the field team
• Assigning Field Technicians for high value customers who are not able to visit the Service center.
• Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
• Sustain monthly spare parts demand forecasting at the service centers.
• Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
• Ensuring Inventory Accuracy for spares and finished goods at the service centers
• Continuous monthly demand forecasting & ordering for spare parts
• Ensure that spare parts are moved by consignment with accompanying accurate paper work
• Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
• Circulate a monthly stock take summary, showing issued, used and any variance on spares
• Any other duties that may be assigned

KPIs

• Revenue
• Collections
• Operational Excellence

Requirements

• A diploma or an equivalent in an Engineering related field
• Excellent communication skills with ability to make customers feel welcome
• A positive attitude and a desire to promptly resolve customer issues or complaints
• Minimum of 1-2 years proven work experience as a technician or similar role (solar energy products, home electronics, mobile phone etc.)
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Excellent organizational, multi-tasking and time-management skills.

• Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
• Ensure all customers worked on pay post repair
• Continuous ticketing training for the field team
• Assigning Field Technicians for high value customers who are not able to visit the Service center.
• Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
• Sustain monthly spare parts demand forecasting at the service centers.
• Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
• Ensuring Inventory Accuracy for spares and finished goods at the service centers
• Continuous monthly demand forecasting & ordering for spare parts
• Ensure that spare parts are moved by consignment with accompanying accurate paper work
• Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
• Circulate a monthly stock take summary, showing issued, used and any variance on spares
• Any other duties that may be assigned

• Excellent communication skills with ability to make customers feel welcome
• A positive attitude and a desire to promptly resolve customer issues or complaints
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Excellent organizational, multi-tasking and time-management skills.

• A diploma or an equivalent in an Engineering related field