Sunday, 7 June 2015

After Sales and Technical Service Manager

Vacancy: After Sales and Technical Service Manager


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 with the subject line consisting of After Sales and Technical Service Manager 1741, your NAME and PHONE NUMBER.



Like us on Facebook