Head of Aftersales - Nigeria

Position Description

• Review and implement the after -sales process model in
  line with the laid down strategy.
  
• Provide after -sales training to service center
  managers, Technicians, sales team, and logistic coordinators
  
• Identify and vet external service partners, define
  service level offering, commercial and contractual agreements sign off.
  
• Roll out service network expansion plan based on
  business requirements ensuring adherence to d.light branding guidelines.
  
• Evaluate the Service Center's performance and audit the after -sales activities at the Service Centers every quarter.
  
• Share audit feedback with service center
  managers/partners and follow up on improvement areas identified during the
  audit period.
  
• Responsible for the key country after -sales KPI’s
  Target as set out on a Quarterly/annual
  basis: –
  

Ø  Paid After Service

Ø  Repair Speed (Turnaround Time, Long Term Pending).

Ø  Reverse Logistics management.

Ø  Used parts return ratio.

Ø  Repair Quality - Repeated Repair Ratio.

KPIs

• Service Center network expansion based on quarterly targets.
  (100%)
  
• Training of new and existing service center teams.
  
• A quarterly performance audit of Service Centers as per approved evaluation
  and audit criteria
  
• 100% timely utilization and accuracy of after -sales tool (Atlas)
  in all service centers
  
• Spare parts and refurbishment stock are available at the service centers.
  
• Pending work orders and customer units at the service centers
  >3 days.
  
• Weekly & Monthly used parts return/collection ratio by the
  service centers < 95%
  
• Sign -off and management of Reverse logistic partners – countywide
  coverage and lead time (24 hours)
  
• Weekly and monthly reporting of after -sales activities.
  
• Tracking after -sales service costs. (Weekly and monthly spare parts
  usage)
  
• Managing operation efficiency around after -sale service.
  
• Supporting the credit team with issues related to defective
  products
  
• Monthly and quarterly collection targets as pet set targets
  
• Used spare parts return and NTF (<3%) management
  

Requirements

Desired Skills and Experience

• A degree in electronics / electrical, Computer
  science, Business Administration, or related field.
  
• Minimum of 8 years in an operational support role,
  having developed and deployed after -sales service strategy for technology,
  Telecom / FMHA (fast moving home appliances) function.
  
• Demonstrate understanding of the after -sales process,
  spare parts management, warranty aspects, and understanding of different levels
  of repair.
  
• Demonstrated ability to engage and negotiate with
  vendors to add value to a business
  
• Demonstrate
  the ability to understand business goals and recommend new approaches, policies, and procedures to implement continual improvements in business objectives.
  
• Strong
  mindset for continuous improvement and meeting or exceeding expectations and
  able to demonstrate complete discretion and confidentiality.
  
• Superior
  verbal and written communication skills (multiple languages will be an
  advantage), with an emphasis on tact and diplomacy.
  
• Business -driven, people -focused, with exceptional influencing skills; Excellent
  organizational, multi -tasking, presentation, and time -management skills
  
• Passion for social enterprise, development of people, and environmental benefits