Regional Service Centre Supervisor at d.light

Job Description
Position Description:

• The job holder will execute Aftersales initiative for d.light within a designated region through partnering with appointed vendors and partners.
• This will involve sourcing, contracting and onboarding, developing capability and monitoring vendor activity with an aim of delivering excellent Customer Experience & Aftersales Services.
• The Service Centers will offer after-sales technical support (such as customer education, warranty inspection, product replacement, product repair – level 1, replacement, stock management & Service tracking through accurate data entry in d.light atlas system).

R&Rs:

• Source and vet potential field technicians/vendors/service partners within a designated region as per approved criteria.
• Assist with d.light contracts sign off with the potential field technicians/partner/vendors.
• Capability building of signed off field technicians/partners/vendors/ to d.light approved curriculum.
• Provide after sales training to acknowledge service center Leads, Technicians, sales team
• Monitoring and tracking of Service Centers performance and audit of the after-sales activities on a monthly basis. 
• Responsible for designated Region Aftersales KPIs Target as set out on a monthly/annual basis: – 
• Repair Speed (Turnaround Time, Long Term Pending). 
• Used parts return ratio.
• Repair Quality - Repeated Repair Ratio.
• Parts Availability
• Customer satisfaction 
• Partnership Review on Service
• Revenue 
• Experience metrics: attainment of signed off matrices aimed at better enhanced customer experience in the regions.
• Vendor Payment: Ensure reconciled payment schedules for the designated region ASCs and to be within the approved budget.

KPIs 

• Activate field technician/partner/vendors (Authorized Service Centers) as per budget and roll out plan.
• Monthly performance check of acknowledged Service Centers as per approved evaluation and audit criteria
• 100% timely utilization and accuracy of after sales tool (Atlas) in the regional & acknowledge service centers
• Spares management: Forecast and 100% accuracy of stock management both with ASCs and Regional Service Center.
• Pending work orders and customer units at the service centers >3 days.
• Weekly/Monthly used parts return/collection ratio by the regional and acknowledged service center(s).
• Daily/weekly/Monthly Aftersales reports at the Regional Service Center and ASCs.
• Partner/ASCs engagement feedback.

Requirements
Desired Skills and Experience:

• A Technical Certification in Computer Science, Maintenance and Electrical engineering.
• A First Degree in above will be an added advantage.
• Minimum of 4-5 years in a busy field related environment supporting mass segment products (solar energy products, home electronics, mobile phone etc).
• Possess superb customer service skills and an ability to diagnose and solve problems from both technical and non-technical descriptions provided by customers and partners.
• Demonstrate negotiation and monitoring skills in managing 3rd party vendors.
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
• Excellent organizational, multi-tasking and time-management skills.
• Passion for social enterprise, development of people and environment benefits.