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Aftersales Manager - Nigeria

d.light

d.light

Sales & Business Development
ikeja, nigeria
Posted 6+ months ago

Job Description

Position Description

The job holder will develop and implement a process that will identify and develop the capability of d.light service centers and partners who will then deliver exceptional after-sales technical support for d.light products. The job holder will develop an evaluation framework & work with regional service center managers/Supervisors to assess the effectiveness of the after-sales model in the country.
The Service Centers will offer after-sales technical support (such as Customer education, Warranty inspection, product replacement, System training & utilization, Spare parts management Product repair,– levels 1,2 & 3, replacement stock management & Service tracking through accurate data entry in d.light atlas system).
Roles and Responsibilities:
  • 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