Vacancy: After Sales and Technical Service Manager
Location: Nairobi
Company Description: A technology company that designs and manufactures products to power the modern lifestyle.
Experience: Expert
Hours: Full Time
Duma Works is recruiting an After-Sales and Technical Service Manager for one of our clients.
The company is seeking a highly motivated, experienced professional to play a leading role as our After-Sales and Technical Service Manager.
You should have a strong engineering background with hardware and complementary communication skills in order to train groups of technicians.
You will interact regularly with our R&D, Sales, and Operations teams and achieve specific after-sales performance targets.
Your primary responsibilities will include the development and implementation of the company’s After-Sales Strategy, QC management, and market testing.
This position will play a leadership role, influencing regional corporate strategy and our success across sub-Saharan Africa.
You will be one of our key managers and will receive a fixed salary and competitive benefits, with bonuses based on performance.
Primary Responsibilities:
- To lead 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 centres across Kenya and conduct quarterly technical trainings in proper troubleshooting, repairs, and maintenance of the company’s 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 Operations Team to ensure all after-sales and technical service data is collected and analysed 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 centres, and technical partners
- To work with the Sales Team and the company’s 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 measurable 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 start up 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
- Proficiency with cloud-based services, including inventory management software,a plus
Only those candidates who meet the above mentioned qualifications should submit their resumes to apply@dumaworks.com with the subject line consisting of After Sales and Technical Service Manager 1741 , your NAME and PHONE NUMBER.
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