After Sales Officer Jobs in Nairobi
We are looking for an After Sales Officer who will be part of a team which ensures our warranty repair program meets established standards and protocols, and delivers on our customer support brand promises. The positions duties and responsibilities include, but are not limited to:ResponsibilitiesServe as the daily liaison between BURN’s service station network and our After Sales Department to ensure service stations and all related repair programs (in and out of warranty products) meet standards:
Maintain ongoing relations with stations via personal visits and regular telephonic contact
Ensure BURN-approved repairs are properly implemented
Provide initial and ongoing training (approximately every six months) on product repair issues to service station personnel
Manage service station inventory control and reconciliations; coordinate inventory reporting with After Sales Manager
Ensure stations have proper branding and signage and meet visual standards; replace worn/outdated signage
Maintain Secret Shopper program
Maintain the reward and incentive program for service station personnel
Support walk-in customers to Ruiru factory on their warranty claims and repairs
Coordinate monthly reporting on service station evaluations and rankings
Add data into the EchoMobile system for newly opened stations
Ensure all stations have updated documentation and contracts
Prepare documentation of service station trips and trainings, including product photos and physical samples
Work with Quality Control team to troubleshoot product defects identified in the field
Identify potential new service station locations in targeted markets
Close and terminate contracts of underperforming stations
Identify areas of improvement necessary for service stations and repair processes
Support after sales plans for BURN distributors as needed, including training assistance
Identify gaps in our after sales network and processes; implement necessary solutions
Support BURN activators in the field on any after sales issues
Excellent interpersonal and verbal communication skills
Highly professional, organized and punctual
Proactive attitude and takes initiative to problem solve
Experience in customer-facing tasks (customer care, relation management, sales etc)
Experience with cookstove technology and/or repairs
How to Apply
To apply, please email your CV and cover letter to firstname.lastname@example.org by 30th July, 2018
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