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:

Responsibilities

Serve 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Ensure stations have proper branding and signage and meet visual standards; replace worn/outdated signage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

Internal/External Relations

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

Requirements

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 recruitment.kenya@burnmfg.com by 30th July, 2018

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