Head of Aftersales at d.light

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
• 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 costs. (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 8 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telecom / 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 implement 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