Position Description

The job holder will execute Aftersales initiative for d.light within a designated region through partnering with appointed vendors and partners. This will involve sourcing, contracting and onboarding, developing capability and monitoring vendor activity with an aim of delivering excellent Customer Experience & Aftersales Services.

The Service Centers will offer after-sales technical support (such as customer education, warranty inspection, product replacement, product repair – level 1, replacement, stock management & Service tracking through accurate data entry in d.light atlas system).

R&Rs

• Source and vet potential field technicians/vendors/service partners within a designated region as per approved criteria.
  

• Assist with d.light contracts sign off with the potential field technicians/partner/vendors.
  

• Capability building of signed off field technicians/partners/vendors/ to d.light approved curriculum.
  

• Provide after sales training to acknowledge service center Leads, Technicians, sales team
  

• Monitoring and tracking of Service Centers performance and audit of the after-sales activities on a monthly basis.
  

• Responsible for designated Region Aftersales KPIs Target as set out on a monthly/annual basis: –
  

• Repair Speed (Turnaround Time, Long Term Pending).
  

• Used parts return ratio.
  

• Repair Quality - Repeated Repair Ratio.
  

• Parts Availability
  

• Customer satisfaction
  

• Partnership Review on Service
  

• Revenue
  

• Experience metrics: attainment of signed off matrices aimed at better enhanced customer experience in the regions.
  

• Vendor Payment: Ensure reconciled payment schedules for the designated region ASCs and to be within the approved budget.
  

KPIs

• Activate field technician/partner/vendors (Authorized Service Centers) as per budget and roll out plan.
  

• Monthly performance check of acknowledged Service Centers as per approved evaluation and audit criteria
  

• 100% timely utilization and accuracy of after sales tool (Atlas) in the regional & acknowledge service centers
  

• Spares management: Forecast and 100% accuracy of stock management both with ASCs and Regional Service Center.
  

• Pending work orders and customer units at the service centers >3 days.
  

• Weekly/Monthly used parts return/collection ratio by the regional and acknowledged service center(s).
  

• Daily/weekly/Monthly Aftersales reports at the Regional Service Center and ASCs.
  

• Partner/ASCs engagement feedback.
  

Requirements

Desired Skills and Experience

• A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage.
  

• Minimum of 4-5 years in a busy field related environment supporting mass segment products (solar energy products, home electronics, mobile phone etc).
  

• Possess superb customer service skills and an ability to diagnose and solve problems from both technical and non-technical descriptions provided by customers and partners.
  

• Demonstrate negotiation and monitoring skills in managing 3rd party vendors.
  

• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
  

• Excellent organizational, multi-tasking and time-management skills.
  

• Passion for social enterprise, development of people and environment benefits.