d.light is a global social enterprise which was initially founded to eradicate the kerosene lamp for the 2 billion people living without access to reliable power. Since the company was founded in 2006, d.light has enabled 50 million people in Africa and South Asia to upgrade from dim, dangerous and expensive kerosene lanterns to clean, bright and affordable solar-powered lighting and is well on its way to achieving ahead of schedule the original vision of empowering 100 million people by 2020. With an expanding product range currently distributed in over 15,000 retail outlets in over 60 countries to over 50 million customers and with an increasingly recognized brand, d.light’s vision and our customer’s needs have grown beyond the eradication of the kerosene lantern. We believe we can build on this powerful foundation to provide affordable solar energy solutions for families that are not connected to the grid. We believe market development for solar is akin to the early stages of the mobile phone industry - rapidly growing consumer-driven adoption of the latest global technology leapfrogging less functional and more costly utility-based alternatives.
Job Description
Position 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).
R&Rs:
- 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 on a monthly basis.
- 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.
KPIs
- Activate field technician/partner/vendors (Authorized Service Centers) as per budget and roll out plan.
- Monthly performance check of acknowledged Service Centers as per approved evaluation and audit criteria
- 100% timely utilization and accuracy of after sales tool (Atlas) in the regional & acknowledge service centers
- Spares management: Forecast and 100% accuracy of stock management both with ASCs and Regional Service Center.
- Pending work orders and customer units at the service centers >3 days.
- Weekly/Monthly used parts return/collection ratio by the regional and acknowledged service center(s).
- Daily/weekly/Monthly Aftersales reports at the Regional Service Center and ASCs.
- Partner/ASCs engagement feedback.
Requirements
Desired Skills and Experience:
- A Technical Certification in Computer Science, Maintenance and Electrical engineering.
- A First Degree in above will be an added advantage.
- Minimum of 4-5 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.
Method of Application
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