• Field Service Support Officer at Lumos Nigeria

  • Posted on: 16 June, 2017 Deadline: 23 June, 2017
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  • Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones

    Field Service Support Officer

     

     Field Service Support OfficerDescription:

    • Pre-book appointments & Pre-plan dispatch routes for all technicians for proper SLA Management
    • Optimize service delivery within assigned territory to guarantee customer satisfaction
    • Provision of planning support to all technical support staff
    • Provide field reports on Solar Power System (SPS) activities in assigned territory to Line Managers
    • Ensure proper record keeping of replacement & faulty systems in client location
    • Effective use of the CRM to document all customer interactions
    • Provide data driven solutions, trend analysis and recommendations weekly for continuous improvement
    • Provide periodical (daily/weekly) progress reports on all technicians – On Roll & Off Roll
    • Performance appraisal of all reporting lines
    • Adhere to all laid down Service and Policy guidelines
    • Cross functional involvements with different teams for periodic exercises e.g. Stock counts & Installation
    • Ensure stock assigned to team is properly utilized and cared for to avoid loss or damages
    • Other adhoc duties as the need arises

    SKILLS & KNOWLEDGE

    Educational Qualifications & Functional / Technical Skills

    • HND/BSc Electrical Electronics Engineering
    • Minimum of 6 months working experience in a co-ordination/planning capacity
    • Minimum of 1 year working experience with Solar Energy Systems with Telecoms an added advantage
    • Customer service or process management experience (no less than 1 year)
    • Understanding of the principles of CRM and Customer Management
    • Understanding of the principles of Business Intelligence and Reporting
    • Good interpersonal and relationship building skills

    Relevant Experience

    • Understand Solar Systems and Product Development principles
    • Proven record of achieving business success
    • Good oral and written communication skills; Report writing, Presentation
    • Experience in Delighting Customers / Clients

    Other requirements (Behavioral etc.)

    • Result and service orientation
    • Ability to travel during work when required
    • People Management; good with people – calm mien, good at building relationships
    • Analytical minded
    • Ability to work under pressure

    Method of Application

    Interested and qualified? Send in your application by clicking the Apply button below

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