Sunday, 7 June 2015

After Sales and Technical Service Manager

Vacancy: After Sales and Technical Service Manager

Location: 
Nairobi

Company Description:  A technology company that designs and manufactures products to power the modern lifestyle. 

Experience: Expert

Hours: Full Time

The company is seeking a highly motivated, experienced professional to play a leading role as our After-Sales and Technical Service Manager.

You should have a strong engineering background with hardware and complementary communication skills in order to train groups of technicians. 

You will interact regularly with our R&D, Sales, and Operations teams and achieve specific after-sales performance targets. 

Your primary responsibilities will include the development and implementation of the company's After-Sales Strategy, QC management, and market testing.
 
 
This position will play a leadership role, influencing regional corporate strategy and our success across sub-Saharan Africa.

You will be one of our key managers and will receive a fixed salary and competitive benefits, with bonuses based on performance.

Primary Responsibilities:
  •  To lead the planning, management, & performance of all after-sales & technical service activities and inquiries in Kenya, and other markets as needed
  • To develop standardized technical manuals, FAQs, and additional written materials for after-sales support
  • To appoint authorized repair centres across Kenya and conduct quarterly technical trainings in proper troubleshooting, repairs, and maintenance of the company's products
  • To meet clear performance indicators relating to product quality, speed of support, and after-sales/customer service
  • To oversee initiatives related to after-sales, warranty monitoring, quality control, technical training, out-of-warranty support, and customer service
  • To work closely with the R&D and Sales Team to conduct product market testing
  • To work with Operations Team to ensure all after-sales and technical service data is collected and analysed on a regular basis
  • To contribute ideas on a regular basis that can improve product quality, durability, performance, and longevity
  • To support relationships with technicians, repair centres, and technical partners
  • To work with the Sales Team and the company's distributors in other countries to ensure a high-quality after-sales network is in place throughout East Africa
  • Report directly to the CTO and Director of Operations regarding after-sales issues
Ideal Candidate Characteristics
  • Background in engineering with hardware and technical training
  • At least 5+ years in after-sales manager roles
  • A proven, demonstrable track record of achievement in After-Sales Management
  • Well experienced in consumer electronics, telecoms, and/or FMCG, particularly when sold through a distributor network or to corporate clients
  • Strong understanding of customer service and requirements for urban and rural markets
  • Experience working with, repairing, and tracking serialized products and multiple SKUs
  • Passionate about improving the lives of families via technology, energy, and connectivity
  • Able to deliver measurable results
  • Strong communication and presentation skills required
  • Track record of establishing partnerships and meeting after-sales targets preferred
  • Excellent attention to detail and ability to prioritize, synthesize information, and follow through to see initiatives to completion
  • Driven to succeed in a start up environment, including working long hours to propel our mission forward and to change millions of lives
  • Experience in the private sector with an international team a plus
  • Proficiency with cloud-based services, including inventory management software,a plus
Only those candidates who meet the above mentioned qualifications should submit their resumes to  apply@dumaworks.com with the subject line consisting of After Sales and Technical Service Manager 1741, your NAME and PHONE NUMBER.


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