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”.