Field Service Manager at Daystar Power Energy Solution

About the job

• We are currently seeking a Field Service Engineering Manager to manage the operation and maintenance of the Lagos and South-West sites, resulting in a 99% uptime or better, and ensuring customer experience is world class, resulting in a Net Promoter Score of 70 or above.
• As an Engineering Manager, Field Service, you will build, lead, and inspire Daystar Power’s Field Service Engineering team. In addition, you will spearhead the implementation of best-in-class success processes, to ensure customer happiness at Daystar Power.
• The job holder should enjoy digging into analytics to guide data-driven decision making and also be comfortable engaging directly with key customers as the ‘face of Daystar Power’.

Key Responsibilities
Operations and Maintenance:

• Ensure uptime of 99% across all sites.
• Remotely monitor and track each site’s performance.
• Schedule and execute site maintenance activities.
• Supervise site operation to detect and resolve issues swiftly.
• Manage spare parts and repairs as needed.
• Execute warranty claims on equipment with early failure.
• Manage site expenses to ensure profitability.

Customer Experience:

• On-boarding of new customers to ensure smooth transition into using daystar power’s products and services.
• Manage contract obligations between Daystar Power and client:
• Implement and continually optimize the use of a CRM to capture key metrics that guide Field service activities.
• Produce comprehensive Field service reports and analysis for senior management and customers.

General:

• Research and deploy new technology onto sites to improve uptime, reduce operating costs and increase Net Promoter Score.
• Collaborate with multiple Daystar Power sub-teams (e.g., Sales, Project, Legal) to coordinate smooth customer transitions between the sub-teams and promote a seamless customer experience.
• Research new best practices in field service engineering and implement these key trends into Daystar Power’s Success initiatives.
• Provide input on the design and prioritization of new features and services based on a thorough understanding of our clients, technology, and competition.
• Manage portfolio of solar sites across Lagos and the South-West region of Nigeria

Requirements
Education:

• Master's degree in Management (MBA) or similar.
• Bachelor’s degree in Electrical Engineering or Mechanical Engineering.
• HSE certification is an advantage.

Experience:

• A minimum of 5 years’ work experience in Electrical Engineering roles.
• Prior knowledge of the solar or power industry, a plus.
• Minimum of 5 years experience managing relationships with business customers, demonstrated track record of managing and nurturing B2B customer relationships, a strong plus.
• Prior experience in a management position on a Field Service team.

Working conditions:

• Approximately 50% of time shall be spent in an office environment with the remaining time in the field.

Physical requirements:

• The Engineer shall be capable of lifting up to 20kg, stand for an extended period of time and work in an outdoor environment.

Language:

• Proficiency in English (oral & written)

Travel:

• Flexible to travel domestically and internationally.

IT:

• Must demonstrate proficiency with Microsoft Office (Microsoft Excel and PowerPoint in particular).

Character:

• Self-motivated and demonstrate a sense of ownership with high level of commitment and the ability to thrive under pressure.
• Demonstrated attention to detail. Applicant materials will be assessed according to this requirement.
• Discretion in dealing with sensitive information.
• Highly organized with ability to manage multiple projects in parallel and prioritize competing demands.
• Passion for renewable energy.

Skills and competencies:

• Leadership skills: lead and deliver projects, encourage initiatives, build a sense of common purpose, and empower others.
• Communication skills: extraordinary oral and written communication skills required.
• Problem-solving/judgment: observe, think critically and to solve problems using data, analysis, interpretation, and reasoning skills.
• Teamwork: the proven dedication and ability to work successfully with others, adding value to the team.
• Information and communication: communicate appropriately and effectively with a range of people on a variety of subjects in order to inform, educate or influence them. Processes and provides data / information to meet business requirements.
• Client focus: the ability to identify, meet and sometimes exceed the needs and expectations of (external or internal) clients, resulting in (long-term) client satisfaction.
• Agility: the ability to be flexible, responsive, adaptive, and show initiative in times of change, uncertainty and business opportunity.
• Multitasking: demonstrated experience managing multiple projects simultaneously at various stages.

Benefits

• Opportunity to work in a forward-looking, innovative company, with international group of colleagues.
• Unlimited career opportunities - depending on achievements and personal development.
• A competitive salary and benefits package with long term prospect in a fast-growing company.