Position DescriptionThe job holder will develop and implement a process that will identify and develop the capability of d. light service centers and partners who will then deliver exceptional after-sales technical support for d. light products. The job holder will develop an evaluation framework & work with Regional Service Center Managers/Supervisors to assess the effectiveness of the after-sales model in the country. The Service Centers will offer after-sales technical support (such as Customer education, Warranty inspection, product replacement, System training & utilization, Spare parts management Product repair,– levels 1,2 & 3, replacement stock management & Service tracking through accurate data entry in d.
light atlas system). Roles And ResponsibilitiesReview 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 coordinatorsIdentify 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 ServiceØ Repair Speed (Turnaround Time, Long Term Pending). Ø Reverse Logistics management. Ø Used parts return ratio. Ø Repair Quality - Repeated Repair Ratio. KPIsService 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 criteria100% timely utilization and accuracy of after-sales tool (Atlas) in all service centersSpare 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 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 productsMonthly and quarterly collection targets as pet set targetsUsed spare parts return and NTF (
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