The job holder will provide excellent customer service, repair faulty customer units, manage spare part stock and meet monthly sales and revenue targets within the Service Centre in a designated region.

Roles & Responsibilities

• Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
  

• Ensure all customers worked on pay post repair
  

• Continuous ticketing training for the field team
  

• Assigning Field Technicians for high value customers who are not able to visit the Service center.
  

• Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
  

• Sustain monthly spare parts demand forecasting at the service centers.
  

• Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
  

• Ensuring Inventory Accuracy for spares and finished goods at the service centers
  

• Continuous monthly demand forecasting & ordering for spare parts
  

• Ensure that spare parts are moved by consignment with accompanying accurate paper work
  

• Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
  

• Circulate a monthly stock take summary, showing issued, used and any variance on spares
  

• Any other duties that may be assigned
  

KPIs

• Revenue
  

• Collections
  

• Operational Excellence
  

Requirements

• A diploma or an equivalent in an Engineering related field
  

• Excellent communication skills with ability to make customers feel welcome
  

• A positive attitude and a desire to promptly resolve customer issues or complaints
  

• Minimum of 1-2 years proven work experience as a technician or similar role (solar energy products, home electronics, mobile phone etc.)
  

• Strong mindset for continuous improvement and meeting or exceeding expectations.
  

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