Regional Service Center Manager

Job Description

The job holder will execute After Sales initiatives for d.light within a designated region through partnerships with appointed partners and in d.light service offices. The holder will be involved in sourcing, onboarding, capacity building, monitoring and evaluation of service partners within the region with an aim of delivering excellent Customer Experience & After Sales Services in their respective region.

Roles & Responsibilities

• Source and vet potential Field Technicians/ Service Partners within a designated region as per approved criteria. The Field Technicians/ Service Partners will offer After Sales technical support, such as customer education, warranty inspection, product replacement, product repair, stock management and service tracking through accurate data entry in d. light Atlas system.
• Assist with d. light contracts sign off with the potential Field Technicians/ Partners/ Vendors.
• Provide After Sales training to upskill regional teams such as: Technicians, Collection and Sales teams.
• Monitoring and tracking of Service Partners performance and audit of the After Sales activities they perform monthly.
• Responsible for designated Regional After Sales KPIs target achievement as set out on a monthly/ annual basis:
  • Repair Speed (Turnaround Time, Long Term Pending),
  • New spare parts inventory management,
  • Used parts management and return ratio,
  • Repair Quality - repeated repair ratio,
  • Parts Availability - forecasting for the region the required spare inventory,
  • Customer satisfaction,
  • Partnership review on service,
  • After Sales related revenue,
  • Any other KPI as assigned by the Head of Aftersales for the management of the operation in the region.
• Experience metrics: Attainment of signed off matrices designed to better enhance customer experience in the region.
• Vendor Payment Management: Constant review of partner work orders, their earnings, and provision of support that would ensure a healthy running service partner within the d.light policy and operational provisions.

KPIs

• Activate Field Technicians/ Partners/ Vendors (Authorized Service Centers) as per budget and roll out plan.
• Monthly performance checks of acknowledged Service Centers as per approved evaluation and audit criteria.
• 100% timely utilization and accuracy of After Sales tool (Atlas) in the Regional Service Centers and Authorized Service Centers.
• Spare Parts Management: Forecast and ensure 100% accuracy of stock management with Authorized Service Centers, Field Technicians and Regional Service Centers.
• Resolve pending tickets, work orders and customer units at the Service Centers as per KPIs that will be reviewed from time to time.
• Monitor and report on Weekly/ Monthly used parts return/ collection ratio by the Regional and Authorized Service Centers.
• Provide Daily/ Weekly/ Monthly After Sales reports at the Regional and Authorized Service Centers.
• Collect Partner/ Authorized Service Centers engagement feedback.

Requirements

Skills and Experience

• Bachelor's degree in Business Administration, Engineering (Mechanical/ Electrical/ Electronics), or a related field from a recognized university,
• Technical Diploma Certification in the area of Computer Science, Maintenance, Software Development, Electronics and/ or Electrical Engineering,
• Minimum of 4 years and a proven track record in after-sales service management, ideally in solar products, consumer electronics, or renewable energy sectors.
• Experience sourcing, onboarding, and managing regional service partners/vendors in a distributed network.
• Hands-on expertise in technical repairs, warranty processes, inventory management, and KPI-driven performance tracking.
• Prior success in training field teams and achieving service-related targets (e.g., repair TAT, customer satisfaction scores).
• Experience with vendor payment reconciliation and contract management in a compliance-focused environment.
• 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.

Knowledge Areas

• Solar product technology (lanterns, home systems) and repair methodologies.
• Supply chain and inventory forecasting/management best practices.
• Customer service excellence, warranty policies, and after-sales metrics (e.g., NPS, repair ratios).
• Proficiency in CRM/service management tools (e.g., d.light Atlas or similar).
• Kenyan regulatory landscape for consumer goods, partnerships, and data privacy.

Key Skills

• Strong project management and organizational skills for multi-partner coordination.
• Data analysis and reporting (Excel, BI tools) for KPI monitoring/forecasting.
• Training facilitation and capacity-building for technical/non-technical teams.
• Vendor negotiation, auditing, and performance evaluation.
• Excellent communication (verbal/written) in English and Swahili; stakeholder management.

Core Competencies

• Customer-Centricity: Prioritizes exceptional service and satisfaction.
• Leadership & Team Building: Motivates technicians/partners to meet targets.
• Problem-Solving: Handles complex repairs, disputes, and operational challenges.
• Analytical Thinking: Drives data-informed decisions for efficiency.
• Adaptability: Thrives in fast-paced, resource-constrained rural/regional settings.
• Integrity & Accountability: Ensures compliance, accurate reporting, and ethical partner management.