d.light is a global social enterprise which was initially founded to eradicate the kerosene lamp for the 2 billion people living without access to reliable power. Since the company was founded in 2006, d.light has enabled 50 million people in Africa and South Asia to upgrade from dim, dangerous and expensive kerosene lanterns to clean, bright and affordable solar-powered lighting and is well on its way to achieving ahead of schedule the original vision of empowering 100 million people by 2020.
With an expanding product range currently distributed in over 15,000 retail outlets in over 60 countries to over 50 million customers and with an increasingly recognized brand, d.light’s vision and our customer’s needs have grown beyond the eradication of the kerosene lantern. We believe we can build on this powerful foundation to provide affordable solar energy solutions for families that are not connected to the grid. We believe market development for solar is akin to the early stages of the mobile phone industry – rapidly growing consumer-driven adoption of the latest global technology leapfrogging less functional and more costly utility-based alternatives.Position Description
The job holder will develop and implement a process that will identify and develop the capability of d.light service centers and partners who will then deliver exceptional after-sales technical support for d.light products. The job holder will develop an evaluation framework & work with regional service center managers/Supervisors to assess the effectiveness of the after-sales model in the country.
The Service Centers will offer after-sales technical support (such as Customer education, Warranty inspection, product replacement, System training & utilization, Spare parts management Product repair,– levels 1,2 & 3, replacement stock management & Service tracking through accurate data entry in d.light atlas system).
Roles and Responsibilities:
Review and implement the after-sales process model in line with the laid down strategy.
Provide after-sales training to service center managers, Technicians, sales team, and logistic coordinators
Identify and vet external service partners, define service level offering, commercial and contractual agreements sign off.
Roll out service network expansion plan based on business requirements ensuring adherence to d.light branding guidelines.
Evaluate the Service Center’s performance and audit the after-sales activities at the Service Centers every quarter.
Share audit feedback with service center managers/partners and follow up on improvement areas identified during the audit period.
Responsible for the key country after-sales KPI’s Target as set out on a Quarterly/annual basis: –
Paid After Service
Repair Speed (Turnaround Time, Long Term Pending).
Reverse Logistics management.
Used parts return ratio.
Repair Quality – Repeated Repair Ratio.
KPIs
Service Center network expansion based on quarterly targets. (100%)
Training of new and existing service center teams.
A quarterly performance audit of Service Centers as per approved evaluation and audit criteria
100% timely utilization and accuracy of after-sales tool (Atlas) in all service centers
Spare parts and refurbishment stock are available at the service centers
Pending work orders and customer units at the service centers >3 days.
Weekly & Monthly used parts return/collection ratio by the service centers < 95%
Sign-off and management of Reverse logistic partners – countywide coverage and lead time (24 hours)
Weekly and monthly reporting of after-sales activities.
Tracking after-sales service cost. (Weekly and monthly spare parts usage)
Managing operation efficiency around after-sale service.
Supporting the credit team with issues related to defective products
Monthly and quarterly collection targets as pet set targets
Used spare parts return and NTF (<3%) management
Requirements
Desired Skills and Experience
A degree in electronics / electrical, Computer science, Business Administration, or related field.
Minimum of 10 years in an operational support role, having developed and deployed after-sales service strategy for technology, Telco / FMHA (fast moving home appliances) function.
Demonstrate understanding of the after-sales process, spare parts management, warranty aspects, and understanding of different levels of repair.
Demonstrated ability to engage and negotiate with vendors to add value to a business
Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives.
Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
Superior verbal and written communication skills (multiple languages will be an advantage), with an emphasis on tact and diplomacy.
Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills
Passion for social enterprise, development of people, and environmental benefits