Analyze your CV for Field Service Manager at Zola Electric
Get a free, instant analysis of how well your CV matches this role. Identify ATS issues, keyword gaps, and actionable improvements to boost your chances.
About this job
Overview
Off Grid Electric is an international, venture-backed startup that’s aiming to power Africa with clean and affordable solar energy. We design, manufacture finance and distribute best-in-class solar home systems for the African market with a globally distributed team. Our user-centered design tenets balance designing as pi rational solar energy products for our customers and building high-quality, scalable products.
Field Service Manager Location: Tanga
The Position:
The role will be responsible for coordinating and managing a team within the field and at retail stores in the provision of sen/ice to maximize customer satisfaction in respect of product installations and ongoing servicing of customers.
Primary Responsibilities:
What you’ll do:
Implement the Service Strategy through the management of an efficient service infrastructure of retail shops and field teams 1 Produce weekly, monthly and quarterly plans to drive service results and meet set targets
Assign work to Officers to carry out product installations and provide ongoing servicing of products
Manage the day-to-day operations of retail shops to monitor the timeous and efficient delivery of services to customers
Conduct field evaluations and spot checks to evaluate the performance of the Field Service Officers
Provide training and coaching interventions to retail and field services team to maximize service offering to the customer
Monitor timeout customer payments to the business and follow/ up on any outstanding payments owed which have been escalated by the Officers
Identify any critical patterns impacting service delivery and make recommendations on appropriate actions to the Territory Services Manager
Monitor retail and field teams’ adherence to company policies and procedures and address any areas of non-adherence or non-conformity
Monitor customer satisfaction score and recommend interventions to improve ratings
Plan and recommend customers cohorts within the service territory per available resources and service infrastructure
Participate in weekly and monthly field and retail service team meetings to monitor services provided and identify and resolve operational problems
Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to input into the improvement of service offerings
Identify and assess risks to the business and input into the formulation of risk mitigating strategies in collaboration with the Territory Services Manager
Monitor compliance with health and safety legislation and regulations by Officers in the field
Keep abreast of best practice for Service Management for product installations and ongoing product servicing
Oversee the weekly inventory reconciliation for flagship stores
Oversee weekly last mile inventory reconciliations in all customers’ cohorts within the service territory
Monitor the control over damages and/or losses of inventory within the service territory
Required Qualifications:
Degree in Commerce or any relevant field of study
4 years’ experience in product service management, of which 2 years is at a management level
Knowledge of methodologies in Product Service Management
Understanding the local business environment
Knowledge of the relevant legislation pertaining to the country
Knowledge of basic financial principles
Management skills
Analytical skills
Relationship management skills
Preferred Qualifications:
Relevant postgraduate qualification
Professional qualifications in Customer Service would be advantageous
Experience in renewable energy, telecom, or FMCG
Why you want to work with us:
You get to meaningfully and tangibly change the lives of millions of people who lack access to reliable, affordable and clean energy
Join one of the most cross-functional, dynamic teams; charged with developing and executing on the company’s product vision
Live in and travel around one of the loveliest and most exotic parts of Africa
Work to solve energy access for more than one billion people living off the grid and develop a deep understanding of global energy challenges
Be a part of a fast-growing organization transitioning from startup to a high growth global enterprise
Work with some of the smartest, most committed, and hardest working co-workers from Silicon Valley to Africa
Mode of application/deadline:
The deadline for submission for this position is 17th August 2018 at 1800 hours. Applications should be submitted through E-mail to tz.recruitment@zola.solar indicating the position you are applying for on the subject line “Field Service Manager”.
Off Grid Electric is an international, venture-backed startup that’s aiming to power Africa with clean and affordable solar energy. We design, manufacture finance and distribute best-in-class solar home systems for the African market with a globally distributed team. Our user-centered design tenets balance designing as pi rational solar energy products for our customers and building high-quality, scalable products.
Field Service Manager Location: Tanga
The Position:
The role will be responsible for coordinating and managing a team within the field and at retail stores in the provision of sen/ice to maximize customer satisfaction in respect of product installations and ongoing servicing of customers.
Primary Responsibilities:
What you’ll do:
Implement the Service Strategy through the management of an efficient service infrastructure of retail shops and field teams 1 Produce weekly, monthly and quarterly plans to drive service results and meet set targets
Assign work to Officers to carry out product installations and provide ongoing servicing of products
Manage the day-to-day operations of retail shops to monitor the timeous and efficient delivery of services to customers
Conduct field evaluations and spot checks to evaluate the performance of the Field Service Officers
Provide training and coaching interventions to retail and field services team to maximize service offering to the customer
Monitor timeout customer payments to the business and follow/ up on any outstanding payments owed which have been escalated by the Officers
Identify any critical patterns impacting service delivery and make recommendations on appropriate actions to the Territory Services Manager
Monitor retail and field teams’ adherence to company policies and procedures and address any areas of non-adherence or non-conformity
Monitor customer satisfaction score and recommend interventions to improve ratings
Plan and recommend customers cohorts within the service territory per available resources and service infrastructure
Participate in weekly and monthly field and retail service team meetings to monitor services provided and identify and resolve operational problems
Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to input into the improvement of service offerings
Identify and assess risks to the business and input into the formulation of risk mitigating strategies in collaboration with the Territory Services Manager
Monitor compliance with health and safety legislation and regulations by Officers in the field
Keep abreast of best practice for Service Management for product installations and ongoing product servicing
Oversee the weekly inventory reconciliation for flagship stores
Oversee weekly last mile inventory reconciliations in all customers’ cohorts within the service territory
Monitor the control over damages and/or losses of inventory within the service territory
Required Qualifications:
Degree in Commerce or any relevant field of study
4 years’ experience in product service management, of which 2 years is at a management level
Knowledge of methodologies in Product Service Management
Understanding the local business environment
Knowledge of the relevant legislation pertaining to the country
Knowledge of basic financial principles
Management skills
Analytical skills
Relationship management skills
Preferred Qualifications:
Relevant postgraduate qualification
Professional qualifications in Customer Service would be advantageous
Experience in renewable energy, telecom, or FMCG
Why you want to work with us:
You get to meaningfully and tangibly change the lives of millions of people who lack access to reliable, affordable and clean energy
Join one of the most cross-functional, dynamic teams; charged with developing and executing on the company’s product vision
Live in and travel around one of the loveliest and most exotic parts of Africa
Work to solve energy access for more than one billion people living off the grid and develop a deep understanding of global energy challenges
Be a part of a fast-growing organization transitioning from startup to a high growth global enterprise
Work with some of the smartest, most committed, and hardest working co-workers from Silicon Valley to Africa
Mode of application/deadline:
The deadline for submission for this position is 17th August 2018 at 1800 hours. Applications should be submitted through E-mail to tz.recruitment@zola.solar indicating the position you are applying for on the subject line “Field Service Manager”.