Aftersales Manager - Nigeria
d.light
Job Description
Position Description
- Review and implement the after-sales process model in line with the 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 the Service Center's performance and audit the after-sales activities at the Service Centers every quarter.
- Share audit feedback with service center managers/partners and follow up on improvement areas identified during the audit period.
- Responsible for the key country after-sales KPI’s Target as set out on a Quarterly/annual basis: –
Ø Paid After Service
Ø Repair Speed (Turnaround Time, Long Term Pending).
Ø Reverse Logistics management.
Ø Used parts return ratio.
Ø Repair Quality - Repeated Repair Ratio.
KPIs
- Service Center network expansion based on quarterly targets. (100%)
- Training of new and existing service center teams.
- A 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 are available 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 collection targets as pet set targets
- Used spare parts return and NTF (<3%) management
Requirements
Desired Skills and Experience
- A degree in electronics / electrical, Computer science, Business Administration, or related field.
- Minimum of 10 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telco / FMHA (fast moving home appliances) function.
- Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair.
- 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 languages 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