After Sales and Technical Service Manager

Vacancy: After Sales and Technical Service Manager

Location: Nairobi

Company Description:  A technology company that designs and manufactures products to power the modern lifestyle. 

Experience: Expert

Hours: Full Time

The company is seeking a highly motivated, experienced professional to play a leading role as our After-Sales and Technical Service Manager.

You should have a strong engineering background with hardware and complementary communication skills in order to train groups of technicians. 

You will interact regularly with our R&D, Sales, and Operations teams and achieve specific after-sales performance targets. 

Your primary responsibilities will include the development and implementation of the company's After-Sales Strategy, QC management, and market testing.
 

 

This position will play a leadership role, influencing regional corporate strategy and our success across sub-Saharan Africa.

You will be one of our key managers and will receive a fixed salary and competitive benefits, with bonuses based on performance.

Primary Responsibilities:

•  To lead the planning, management, & performance of all after-sales & technical service activities and inquiries in Kenya, and other markets as needed
• To develop standardized technical manuals, FAQs, and additional written materials for after-sales support
• To appoint authorized repair centres across Kenya and conduct quarterly technical trainings in proper troubleshooting, repairs, and maintenance of the company's products
• To meet clear performance indicators relating to product quality, speed of support, and after-sales/customer service
• To oversee initiatives related to after-sales, warranty monitoring, quality control, technical training, out-of-warranty support, and customer service
• To work closely with the R&D and Sales Team to conduct product market testing
• To work with Operations Team to ensure all after-sales and technical service data is collected and analysed on a regular basis
• To contribute ideas on a regular basis that can improve product quality, durability, performance, and longevity
• To support relationships with technicians, repair centres, and technical partners
• To work with the Sales Team and the company's distributors in other countries to ensure a high-quality after-sales network is in place throughout East Africa
• Report directly to the CTO and Director of Operations regarding after-sales issues

Ideal Candidate Characteristics

• Background in engineering with hardware and technical training
• At least 5+ years in after-sales manager roles
• A proven, demonstrable track record of achievement in After-Sales Management
• Well experienced in consumer electronics, telecoms, and/or FMCG, particularly when sold through a distributor network or to corporate clients
• Strong understanding of customer service and requirements for urban and rural markets
• Experience working with, repairing, and tracking serialized products and multiple SKUs
• Passionate about improving the lives of families via technology, energy, and connectivity
• Able to deliver measurable results
• Strong communication and presentation skills required
• Track record of establishing partnerships and meeting after-sales targets preferred
• Excellent attention to detail and ability to prioritize, synthesize information, and follow through to see initiatives to completion
• Driven to succeed in a start up environment, including working long hours to propel our mission forward and to change millions of lives
• Experience in the private sector with an international team a plus
• Proficiency with cloud-based services, including inventory management software,a plus

Only those candidates who meet the above mentioned qualifications should submit their resumes to  apply@dumaworks.com with the subject line consisting of After Sales and Technical Service Manager 1741, your NAME and PHONE NUMBER.