• Application Deadline:
• Position: Aftersales Manager



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 10 years



• Location Lagos




• City Ikeja




• Job Field Engineering / Technical 
  
  

Position 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: –


• Paid After Service


• Repair Speed (Turnaround Time, Long Term Pending).


• Reverse Logistics management.


• Used parts return ratio.


• Repair Quality - Repeated Repair Ratio.

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 & 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 cost. (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

Desired Skills and Experience

• A degree in electronics / electrical, Computer science, Business Administration, or related field.


• Minimum of 10 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telco / 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 effect 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