Chief of After-sales at D.light Energy Limited in Lagos

Job specification

The position holder will formulate and execute a process that will recognize and formulate the ability of d.light service centers and associates who will then provide exceptional after-sales IT assistance for d.light goods. The position holder will formulate an assessment structure & collaborate with Regional Service Center Managers/Supervisors to evaluate the performance of the after-sales model in the country. The Service Centers will proposal after-sales IT assistance (which includes Client education, Warranty assessment, product replacement, System development & utilization, Spare parts management, Product fix,– levels 1,2 & 3, replacement inventory management & Service tracking through precise records entry in the d.light atlas system).

Position duties

• Evaluate and execute the after-sales process model in line with the laid-down plan.
• Offer after-sales development to service center managers, Technicians, business development team, and logistic planners
• Recognize and verify external service associates, establish performance threshold presenting, business-related and binding agreements sign off.
• Roll out service network growth strategy based on organizational needs, making sure compliance to d.light brand identity standard procedures.
• Assess the Service Center's effectiveness and audit the after-sales initiatives at the Service Centers every quarterly.
• Distribute audit response with service center managers/associates and check in on advancement zones recognized during the audit period.
• In charge of the key country after-sales KPI’s Target, as set out on a Every quarter/yearly basis: –
• Paid After Service
• Fix Speed (Turnaround Time, Long Term Pending).
• Reverse Logistics management.
• Used parts return ratio.
• Fix Quality - Repeated Fix Ratio.

KPIs

• Service Center network growth based on every quarter targets. (100%)
• Development of current and prospective service center teams.
• A quarterly results audit of Service Centers as per authorized assessment and audit evaluation benchmarks
• 100% prompt utilization and precision of after-sales instrument (Atlas) in all service centers
• Spare parts and refurbishment inventory are accessible at the service centers.
• Pending work orders and client units at the service centers >3 days.
• On a weekly basis & Every month used parts return/collection ratio by the service centers
• Sign-off and management of Reverse logistic associates – countywide coverage and head time (24 hours)
• On a weekly basis and every month status updates of after-sales initiatives.
• Tracking after-sales service expenses. (On a weekly basis and every month spare parts usage)
• Coordinating process effectiveness around after-sale service.
• Assisting the credit team with concerns connected with defective goods
• Every month and every quarter collection targets as pet set targets
• Used spare parts return and NTF (<3%) management