Job Title: Appliance Technician – Refurbishment & Trade-In

Location: Nairobi, Kenya

Employment Type: Full-Time (3-Month Probation)

Reporting To: Managing Director, East Africa

About GreenBay:

GreenBay Market Kenya Limited is East Africa’s premier marketplace for certified second-life appliances and electronics. We collaborate with leading brands like Hotpoint, LG (Opalnet), and Hisense to refurbish and resell high-quality appliances, thereby reducing e-waste. Our mission is to provide affordable, reliable appliances to households and businesses.

Role Overview:

The Lead Refurbishment & Trade-In Technician will ensure GreenBay delivers top-quality, certified second-life appliances. This involves overseeing the refurbishment process, conducting trade-in assessments at customer locations, identifying sales opportunities (upselling and cross-selling), and training junior technicians.

Key Responsibilities:

Trade-In Assessments:

• Conduct on-site customer visits to evaluate appliances for trade-in following online pre-evaluation.
• Validate online assessments through physical inspection of appliance condition, functionality, and repair needs.
• Explain GreenBay’s refurbishment, certification, and warranty process to customers.
• Identify and pursue upselling and cross-selling opportunities during customer visits.
• Prepare detailed trade-in assessment reports.

Appliance Refurbishment and Testing:

• Manage and perform the refurbishment of traded-in appliances.
• Diagnose and repair faults in various household appliances (fridges, washing machines, microwaves, cookers, etc.).
• Replace defective components with approved parts.
• Perform safety and energy efficiency tests.
• Ensure all products meet GreenBay’s certified pre-owned standards.
• Maintain thorough documentation of refurbishment processes, parts usage, and repair times.

Process Development and SOP Creation:

• Develop Standard Operating Procedures (SOPs) for:
  • • Trade-in assessments and customer interactions.
    • Refurbishment workflows for different appliance types.
    • Technician upselling and cross-selling during site visits.

Training and Mentorship:

• Train and supervise junior technicians.
• Ensure adherence to established processes for assessments, repairs, and certification.
• Create and deliver training programs for new hires and ongoing skill development for existing staff.
• Conduct practical training to enhance diagnostic and customer engagement skills.

Quality Control and Certification:

• Perform final quality inspections on refurbished appliances.
• Approve product certification and ensure accurate labelling.
• Handle complex repairs that require advanced diagnostics.

Inventory and Parts Management:

• Collaborate with procurement to order necessary spare parts.
• Track parts used and maintain precise inventory records.
• Develop and maintain relationships with reliable parts suppliers.

Qualifications and Experience:

• Minimum 5 years of experience in diagnosing and repairing home appliances (fridges, washing machines, microwaves, cookers).
• Experience conducting on-site customer assessments for trade-ins and repairs.
• Prior experience training and mentoring junior technicians.
• Proficient in diagnosing both electrical and mechanical appliance issues.
• Experience in brand-authorized service centres (Hotpoint, LG, Hisense, Samsung) is advantageous.
• Familiarity with energy efficiency testing and certification is a plus.
• Strong record-keeping skills using Google Sheets or Excel.

Skills and Competencies:

• Excellent leadership and communication abilities.
• Ability to clearly explain technical information to customers.
• Detail-oriented and process-driven.
• Customer-focused with sales acumen.
• Passionate about sustainability and e-waste reduction.
• Strong independent work ethic and time management skills.

Deadline: 15th March 2025