After-Sales and Technical Service Manager Job in Kenya

Our Client is seeking a highly motivated, experienced professional to play a leading role as their After -Sales and Technical Service Manager. 

The qualified candidate should have a strong engineering background with hardware and complementary communication skills in order to train groups of technicians. 

His/her will interact regularly with our R&D, Sales, and Operations teams and achieve specific after-sales performance targets. 

Primary responsibilities will include the development and implementation of our client’s After-Sales Strategy, QC management, and market testing.

 

This position will play a leadership role, influencing regional corporate strategy and our client’s success across sub-Saharan Africa. 

The incumbent will be one of their key managers and will receive a fixed salary and competitive benefits, with bonuses based on performance

Duties and Responsibilities

• To lead the development and delivery of our clients After-Sales Strategy


• To oversee the planning, management, & performance of all after-sales & technical service activities and inquiries in Kenya, and other markets as needed


• To develop standardized technical manuals, FAQs, and additional written materials for after-sales support


• To appoint authorized repair centers across Kenya and conduct quarterly technical trainings in proper troubleshooting, repairs, and maintenance of our clients products


• To meet clear performance indicators relating to product quality, speed of support, and after-sales/customer service


• To oversee initiatives related to after-sales, warranty monitoring, quality control, technical training, out-of-warranty support, and customer service


• To work closely with the R&D and Sales Team to conduct product market testing


• To work with our clients Operations Team to ensure all after-sales and technical service data is collected and analyzed on a regular basis


• To contribute ideas on a regular basis that can improve product quality, durability, performance, and longevity


• To support relationships with technicians, repair centers, and technical partners


• To work with the Sales Team and our clients distributors in other countries to ensure a high-quality after-sales network is in place throughout East Africa


• Report directly to the CTO and Director of Operations regarding after-sales issues

Ideal Candidate Characteristics

• Background in engineering with hardware and technical training


• At least 5+ years in After-Sales Manager roles


• A proven, demonstrable track record of achievement in After-Sales Management


• Well experienced in consumer electronics, telecoms, and/or FMCG, particularly when sold through a distributor network or to corporate clients


• Strong understanding of customer service and requirements for urban and rural markets


• Experience working with, repairing, and tracking serialized products and multiple SKUs


• Passionate about improving the lives of families via technology, energy, and connectivity


• Able to deliver measureable results


• Strong communication and presentation skills required


• Track record of establishing partnerships and meeting after-sales targets preferred


• Excellent attention to detail and ability to prioritize, synthesize information, and follow through to see initiatives to completion


• Driven to succeed in a startup environment, including working long hours to propel our mission forward and to change millions of lives


• Experience in the private sector with an international team a plus


• Fluency in Swahili a must


• Proficiency in Microsoft Office and Google Apps


• Experience with cloud-based services, including inventory management software, a plus