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  • Field Service Support Officer at Lumos Nigeria (3 Positions)

  • Posted on: 9 October, 2017 Deadline: 13 October, 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 - 3 positions



    Job Purpose
    Manages field service activities in designated region of Nigeria with a goal to increase customer satisfaction & ARPU. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Role holder will be responsible for coordinating technicians within the assigned territory. Should be familiar with a variety of Field service concepts, practices & procedures and should have extensive knowledge of assigned region in terms of navigation and customer service experience. These are key requirements for accomplishment of goals. This is a support role, which requires leading and directing the work of off roll hands. A wide degree of creativity and latitude required.

    Job Responsibilities

    • Pre-book appointments & Pre-plan dispatch routes for all technicians for proper SLA Management
    • Optimize service delivery (swaps/non-swaps resolution) within assigned territory to guarantee customer satisfaction within communicated SLAs
    • 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
    • Educational Qualifications & Functional / Technical Skills
    • BSC, BA, HND – In a technical field will be an added advantage
    • Minimum of 6 months working experience in a co-ordination/planning capacity
    • Minimum of 1 year working experience with Solar Energy Systems / 6 months experience in renewable energy + Successful completion of Tier 2 training in 2017
    • 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, Renewable energy 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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