Overview Join to apply for the Area Service Center Supervisor Delta State role at d.light India 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). Responsibilities 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 monthly. 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. Requirements A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage. Minimum of 2-5 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. Location: Delta State Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Renewable Energy Semiconductor Manufacturing #J-18808-Ljbffr d.light India
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