Technical Aftersales Manager at uLesson

Reports To: The Vice President, Learning Hardware

Overall Function

• We are looking for a talented individual who is passionate about media, technology, education, and the African continent, to join our team.
• The successful candidate will lead and manage the technical team towards delivering excellent after sale customer service through device repairs and components ordering.

Key Responsibilities

• Lead the After Sales Service team in delivery device repairs and procurement of component parts.
• Deliver a profitable after sales service by considering and utilizing all possible revenue streams in the market.
• Support improvements in product quality through the interface between Consumers / Marketing / Manufacturing and Suppliers and take corrective measures to ensure consistent delivery of product quality and customer satisfaction.
• Manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency.
• Ensure excellent customer service delivery at the Customer Care Centre at all times.
• Ensure appropriate repair consistent with warranty requirements.
• Ensure accurate and sufficient inventory of spare parts.
• Source competitive bids on tools, equipment and supplies for cost efficiency.
• Supervise the team to ensure that customer inconveniences, complaints and misunderstandings are promptly handled.

Qualifications and Skills

• Must possess at least a Bachelor’s Degree in Engineering (Mechanical or Electrical/Electronic).
• Must possess strong technical experience with proven successful track record in mobile and tablet device repairs (minimum of 4 years)
• Must possess strong leadership skills to supervise, guide and engage junior team members.
• Must be able to display ability to ensure customer service delivery timeline within 72 hours of received order.
• Strong analytical skills
• Strong accounting skills
• Strong project management and execution skills.
• Excellent written and verbal communication skills
• Ability to work well within teams and thrive in a fast-paced environment.

Compensation
Salary is competitive.