Television Technician at MeWe Electronics

Responsibilities
What you would be expected to do:

• Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all issues observed and the action taken.
• Regular positive improvement of all the existing processes at the Service entre every quota.
• Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs.
• Develop new processes to transform current service operations more efficiently.
• Training: Build training materials and hold training for partners about product troubleshooting, repairs, installation, and replacement processes when requested.
• Develop a thorough knowledge of the product and service the company your work for is offering.
• Customer Service: Installation of Home systems, installation audit, and deliver a comprehensive service to inquiring customers.
• Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines.
• Delegate certain customer inquiries to specific teams when needed.
• Team Management: Manage the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skillsets.
• Dispute Management: Manage a large number of incoming calls and emails,
• keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
• Drive Operational Efficiency: Meet KPI goals including service level timelines and customer net promoter scores.
• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.

Requirements
You might be a strong candidate if you:

• HND / B.Sc in Engineering or any related field from a reputable institution
• 3 + years experience in after-sales services support in the electronic consumer goods/ mobile industry
• Must demonstrate experience in solar Inverter installations.
• Excellent verbal and written communication skills with the ability to distill
  information and also know how to communicate to different audiences in order to get results.
• Passionate about customer service and resolving their issues
• The ability to maintain calm under pressure
• Efficiency and organizational skills
• Critical Thinker: Very strong ability to structure problems and drive towards
  solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work alone and figure things out with innovative thinking, problem-solving skills, and presence of mind.
• Demonstrates humility
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven person.