d.light Uganda
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
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Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
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Ensure all customers worked on pay post repair
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Continuous ticketing training for the field team
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Assigning Field Technicians for high value customers who are not able to visit the Service center.
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Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
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Sustain monthly spare parts demand forecasting at the service centers.
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Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
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Ensuring Inventory Accuracy for spares and finished goods at the service centers
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Continuous monthly demand forecasting & ordering for spare parts
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Ensure that spare parts are moved by consignment with accompanying accurate paper work
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Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
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Circulate a monthly stock take summary, showing issued, used and any variance on spares
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Any other duties that may be assigned
KPIs
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Revenue
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Collections
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Operational Excellence
Requirements
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A diploma or an equivalent in an Engineering related field
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Excellent communication skills with ability to make customers feel welcome
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A positive attitude and a desire to promptly resolve customer issues or complaints
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Minimum of 1-2 years proven work experience as a technician or similar role (solar energy products, home electronics, mobile phone etc.)
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Strong mindset for continuous improvement and meeting or exceeding expectations.
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Excellent organizational, multi-tasking and time-management skills.
