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”.
