Sun King Associate Manager -After Sales and Products Development Jobs in Tanzania

Sun King Associate Manager -After Sales and Products Development Jobs in Tanzania

Sun King is looking for an Associate Manager - After sales and product development to lead the Aftersales and product development operations team in Tanzania. This role will be a key point of contact for the Sales team, cross-functional departments, and customers for reviewing product performance, identifying new opportunities for developing a new marketable product, and after-sales and service queries.

This role will work with all the stakeholders within Company and key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.

You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, installations, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!

What you would be expected to do

Team Management:

the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skill sets.

Products Management: Lead the products Management by;

Support Marketing and the Training Department with technical documentation and market data

Respond promptly to all requests and inquiries for product information or changes. Assess the need for any requested changes as well as their potential impact.

Monitor pilot project performance and present the findings to key internal stakeholders

Identify product regulatory standards / technical requirements and ensure compliance. Ensures that third parties comply and are familiar with all business processes and policies

Support the execution of product pilots as needed by Product Managers

Identify competitors, gather information, and analyze the competition's strengths and weaknesses. Document Greenlight Planet’s competitive advantage and generate reports and presentations on the findings

Partnership & Customer Service:

Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed. Ensure that the Services are aligned with all required stakeholders, such as Sales/Marketing, Legal, and Finance.

Dispute Management:

Manage a large number of

incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.

Drive Operational Efficiency:

Based on the Global Aftersales Strategy, define and coordinate the long-range strategic plans for the Aftersales business based on future business growth. Maximise efficiency and profitability for the African region’s service department, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores.

Systems and process design:

Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.

Documentation & MIS:

Provide periodic reports to management on product performance, after-sales & service activities.

You might be a strong candidate if you

A degree qualification from a recognised institution, preferably in Engineering

5 + experience in after-sales services support in the electronic consumer goods/ mobile industry

Demonstrated experience managing the After Sales Service department in a target-driven role.

Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.

Strong organisational skills with the ability to prioritise, multi-task, and execute in a fast-paced environment

The ability to cultivate strong business relationships and work within a team

Proficiency in computer skills, including Microsoft Office Suite

Very strong ability to structure problems and drive towards solutions even in ambiguous situations

Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.

How to Apply

For more information and job application details, see; Sun King Associate Manager -After Sales and Products Development Jobs in Tanzania

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