Head, After-sales at Alfred & Victoria Associates

Location: Victoria Island, Lagos
Department: Sales
Reports to: Chief Sales Officer
Direct Reports: Regional After-Sales Service Managers
Internal Relationships: Cost and Planning Manager, Procurement Committee (Board), and Subsurface Manager.
External Relationship: Vendors and Suppliers

Job Summary

• The Head, After-sales will oversee after-sales activities including growth strategies and implementations and handle customer complaints, and resolutions across the country.

Key Role and Responsibilities

• Define and implement after-sales growth strategies and policies and procedures including warranty and guarantee policies.
• Supervise the operations of after-sales teams to ensure set targets are met and exceeded.
• Direct and coordinate after-sales operations to ensure service delivery is in line with set customer service charter.
• Investigate and resolve customers’ technical queries on purchased products.
• Proactively drive a collaborative, dynamic planning process - understanding the work that needs to be done against the capacity and capability of the wider team.
• Ensure framework for the periodic review of existing guarantee and warrantee policies to ensure competitiveness, efficiency, profitability, and overall value to the client.
• Ensure effective framework that guarantees all warranty and repair work are carried out in adherence to manufacturer and company standards.
• Manage the after-sales team, including the After-Sales Managers, Service Centre Leads, and Technicians across the country by setting clear targets and KPIs to excel and over- achieve.
• Ensure the continuous training and technical development of the after-sales service team including the technicians and leads.
• Collect, maintain, and report appropriate data on customer complaints including product, brand, nature of complains, number of months/ years after purchase, location, etc.
• Provide feedback on the brands company is in partnership with on future product development, features, and functions.
• Ensure and maintain a safe working environment and that processes are followed that adhere to health and safety regulations.
• Maintain contact with customers to obtain feedback regarding product/service quality.
• Proactively assess product specifications considering customer’s changing requirements or peculiarities and recommends product specification changes.
• Be an ambassador of the organisation’s values of customer centricity, integrity, innovation, positivity, and passion; and work with the Strategy & Corporate Development Lead to implement initiatives that ensure that subordinates imbibe these values and are called to order when erring.
• Generate all necessary aftersales service-related reports.
• Perform any other duties assigned by the Chief Sales Officer.

Key Performance Indicator

• Percentage contribution of aftersales service to overall company sales.
• Percentage contribution of repairs of independently sourced items to overall after-sales service revenue.
• Turnaround time in resolution of customer queries.
• Number of returning customers due to unresolved issues.
• Proportion of customer queries that escalated due to poor service.
• Accurate parts and inventory forecasting and reconciliation.
• Customer satisfaction index.
• Timelines and accuracy report.

Job Specifications
Academic Qualification:

• Bachelor's Degree in Computer Engineering, Electronics or Electrical Engineering, or any relevant engineering or industrial science discipline
• Master's degree will be an added advantage.

Professional Qualification:

• Relevant certification in professional repairs of consumer electronics and devices

Experience:

• Ten to twelve (10 - 12) years relevant work experience.

Skills & Competencies:
The competence proficiency levels required for the position are defined using the following key terms.

• Contracts - Mastery
• Strategy - Mastery
• Project Management - Mastery
• Commercial Acumen - Mastery
• Leadership - Skill
• Analytical - Skill
• Customer relationship -Skill
• Negotiation - Mastery
• Communication - Skill
• Credibility - Skill
• Adaptability - Skill
• Teamwork - Skill.

Salary
Very Attractive.