Service Center Technician job at d.light

Job Description

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

• Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
• Ensure all customers worked on pay post repair
• Continuous ticketing training for the field team
• Assigning Field Technicians for high value customers who are not able to visit the Service center.
• Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
• Sustain monthly spare parts demand forecasting at the service centers.
• Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
• Ensuring Inventory Accuracy for spares and finished goods at the service centers
• Continuous monthly demand forecasting & ordering for spare parts
• Ensure that spare parts are moved by consignment with accompanying accurate paper work
• Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
• Circulate a monthly stock take summary, showing issued, used and any variance on spares
• Any other duties that may be assigned

KPIs

• Revenue
• Collections
• Operational Excellence

Requirements

• A diploma or an equivalent in an Engineering related field
• Excellent communication skills with ability to make customers feel welcome
• A positive attitude and a desire to promptly resolve customer issues or complaints
• Minimum of 1-2 years proven work experience as a technician or similar role (solar energy products, home electronics, mobile phone etc.)
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Excellent organizational, multi-tasking and time-management skills.

• Daily management of pending work orders and close looping with customers for delivery by service tracking desk.
• Ensure all customers worked on pay post repair
• Continuous ticketing training for the field team
• Assigning Field Technicians for high value customers who are not able to visit the Service center.
• Optimizing on Field technicians through allocation of tickets from Service tracking desk and regional service centers.
• Sustain monthly spare parts demand forecasting at the service centers.
• Implementing new Out of Warrant policy with key focus on Minimum Payment Based on customer category.
• Ensuring Inventory Accuracy for spares and finished goods at the service centers
• Continuous monthly demand forecasting & ordering for spare parts
• Ensure that spare parts are moved by consignment with accompanying accurate paper work
• Ensure 100% compliance of used spare parts return for analysis at Refurbishment Center
• Circulate a monthly stock take summary, showing issued, used and any variance on spares
• Any other duties that may be assigned

• Excellent communication skills with ability to make customers feel welcome
• A positive attitude and a desire to promptly resolve customer issues or complaints
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Excellent organizational, multi-tasking and time-management skills.

• A diploma or an equivalent in an Engineering related field