Position Description

• The job holder will be expected to provide product service and customer support at d.light’s service centers and during field service visits and manage all repair, maintenance, and test tasks assigned by the regional service manager or that come to the service center.
• Diagnose errors or technical problems and determine proper solutions to support all d.light’s products and deliver exceptional service to our customers. The job holder will have to be highly in tune with solar technology, consumer electronics, and mobile phone repair.

R&Rs

• Work with the service teams to identify and undertake all required product repair activities in accordance with the relevant specifications and set standards, on schedule.
• Provide service and customer support at the service center and during field service visits
• Manage all repair, maintenance, and test tasks for d.light’s customers at the service center
• Diagnose errors or technical problems and determine proper solutions
• Document repair and service processes on Atlas or any other platform provided by d.light
• Follow all the company’s service procedures and protocols
• Cooperate with other technical team members and share information across the organization
• Comprehend customer requirements and make appropriate recommendations or briefings
• Ensure top-standard customer service at all times
• Manage spare parts, tools & other company inventory as will be assigned from time to time.

Requirements

KPIs

• Meet service center operation’s targets. (100%)
• 100% timely utilization of and accurate data capture on d.light’s Service Platform (Atlas)
• Spare parts and refurbishment stock management at service center
• Repeat repair ratio of less than 3%
• Supporting 100% d.light’s service centers through technician training or any other relevant support as assigned by the service center manager
• Achieve paid after service at 100%
• LTP below 12%
• C-TAT – <7 days

Desired Skills and Experience

• A degree or diploma in electronics or electricals
• Minimum 3-years’ experience in the solar PV industry or technical repair field. Both solar and mobile phone repair experience will be an added advantage
• 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 language 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
• Understands repair and quality control tools