Head of Aftersales (m/w/d)

Join d.light as Head of Aftersales in Ikeja, Nigeria. Oversee service center operations, ensuring exceptional technical support for products. Enjoy a role that emphasizes continuous improvement and social impact. Become the Head of Aftersales at d.light in Ikeja, Nigeria, where you will develop and implement processes to enhance service center capabilities. This role involves training teams, evaluating performance, and expanding the service network. You will enjoy a dynamic environment focused on social enterprise and continuous improvement, making a real difference in after-sales support for renewable energy products.

d.light Ikeja, Lagos, Nigeria On-site Full Time UTC+01:00

d.light

Company Overview

Name

d.light

Headquarters

San Francisco, CA, United States

Founded

2007

Size

Employee count is not publicly disclosed, and revenue figures for 2023 or later are not available; however, d.light has raised over $20 million in early venture capital and participated in multiple funding rounds, including a $30 million Series D (source: sfgate.com).

What They Do

d.light is a for-profit social enterprise and certified B Corporation that specializes in solar-powered solutions aimed at off-grid and underserved communities. The company focuses on providing affordable and durable solar lighting, home systems, inverters, and appliances, with a strong emphasis on human-centered design. Their products include solar home systems, portable solar lanterns, and PayGo financing models, which allow customers to pay for their energy solutions in manageable daily installments of 20-50 US cents (source: dlight.com). The technology is designed to last, featuring LiFePO4 batteries that can endure over 2000 cycles, and polycrystalline solar panels ranging from 9W to 40W, making them suitable for various applications in regions lacking reliable electricity (source: dlight.com). By targeting low-income families, small businesses, health centers, and schools, d.light aims to improve the quality of life for millions while promoting sustainable energy practices.

Projects & Track Record

Since its inception, d.light has successfully distributed over 25 million solar products across 62 countries, significantly impacting the lives of approximately 173 million people. Notable projects include installations at the Gora Primary Health Care Center in Plateau State, Nigeria, where their iMAX10 inverters have facilitated critical medical interventions during power outages. Additionally, health centers in Abia State have utilized d.light's technology for phototherapy treatments (source: techxlab.org). Current efforts are focused on scaling PayGo solar home systems in regions like Mt. Kenya's Kiharu area, where they provide essential lighting and educational support, as well as in urban settings like Nairobi for business lighting solutions (source: dlight.com). The company has established partnerships with local distributors and organizations such as Acumen to enhance its reach and effectiveness in delivering solar solutions to those in need.

Recent Developments

In recent years, d.light has gained recognition for its impactful solar solutions, highlighted in the Earthshot Prize video released on October 16, 2024, which showcased how their products have powered 175 million lives across Africa and helped offset 38 million tonnes of carbon emissions (source: youtube.com). The company has also celebrated the milestone of selling 25 million products, contributing to its ambitious goal of reaching 1 billion lives by 2030 (source: techxlab.org). While there have been no major contracts or acquisitions reported for 2023-2025, d.light continues to build on its legacy of innovation and social impact, having previously won the Global LEAP Award in 2016 for its energy-efficient off-grid appliances.

Working There

d.light offers a variety of roles that likely include positions in engineering, sales, customer support, and supply chain management, reflecting its diverse operational needs across global markets. The company recruits talent for its headquarters in San Francisco as well as for field offices in Kenya, India, and China, emphasizing community engagement by hiring local sales agents (source: dlight.com). The culture at d.light is centered around human-centered design and social impact, with a commitment to empowering local communities and ensuring product durability in extreme conditions. While specific employee benefits are not detailed, the company's innovative PayGo financing models suggest a focus on aligning employee interests with customer needs and sustainable practices (source: thecharlesbronfmanprize.org).

Contact

Website · Careers · LinkedIn

Last updated on 2025-12-26 | Report an issue

Job 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: '

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 and 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 costs. (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

A degree in electronics / electrical, Computer science, Business Administration, or related field.
Minimum of 8 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telecom / 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 implement 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.