Area Service Center Supervisor (m/w/d)

Job 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).

Responsibilities

• 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 monthly.
• 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.

Requirements

• A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage.
• Minimum of 2-5 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.