Position Description
The job holder will execute Aftersales initiative for d.light within a designated region through partnering with appointed vendors and partners. This will involve sourcing, contracting and onboarding, developing capability and monitoring vendor activity with an aim of delivering excellent Customer Experience & Aftersales Services.
The Service Centers will offer after-sales technical support (such as customer education, warranty inspection, product replacement, product repair – level 1, replacement, stock management & Service tracking through accurate data entry in d.light atlas system).
Responsibilities
- Source and vet potential field technicians/vendors/service partners within a designated region as per approved criteria.
- Assist with d.light contracts sign off with the potential field technicians/partner/vendors.
- Capability building of signed off field technicians/partners/vendors to d.light approved curriculum.
- Provide after sales training to acknowledge service center Leads, Technicians, sales team.
- Monitoring and tracking of Service Centers performance and audit of the after-sales activities monthly.
- Responsible for designated Region Aftersales KPIs Target as set out on a monthly/annual basis.
- Repair Speed (Turnaround Time, Long Term Pending).
- Used parts return ratio.
- Repair Quality – Repeated Repair Ratio.
- Parts Availability.
- Customer satisfaction.
- Partnership Review on Service.
- Revenue.
- Experience metrics: attainment of signed off matrices aimed at better enhanced customer experience in the regions.
- Vendor Payment: Ensure reconciled payment schedules for the designated region ASCs and to be within the approved budget.
Requirements
- A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage.
- Minimum of 2-5 years in a busy field related environment supporting mass segment products (solar energy products, home electronics, mobile phone etc).
- Possess superb customer service skills and an ability to diagnose and solve problems from both technical and non-technical descriptions provided by customers and partners.
- Demonstrate negotiation and monitoring skills in managing 3rd party vendors.
- Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
- Excellent organizational, multi-tasking and time-management skills.
- Passion for social enterprise, development of people and environment benefits.
Location: Kwara (Offa)
#J-18808-Ljbffr”, “datePosted”: “2026-04-17”, “hiringOrganization”: { “@type”: “Organization”, “name”: “d.light India”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__407085739__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=11” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Wales” } } }Position Description
The job holder will execute Aftersales initiative for d.light within a designated region through partnering with appointed vendors and partners. This will involve sourcing, contracting and onboarding, developing capability and monitoring vendor activity with an aim of delivering excellent Customer Experience & Aftersales Services.
The Service Centers will offer after-sales technical support (such as customer education, warranty inspection, product replacement, product repair – level 1, replacement, stock management & Service tracking through accurate data entry in d.light atlas system).
Responsibilities
- Source and vet potential field technicians/vendors/service partners within a designated region as per approved criteria.
- Assist with d.light contracts sign off with the potential field technicians/partner/vendors.
- Capability building of signed off field technicians/partners/vendors to d.light approved curriculum.
- Provide after sales training to acknowledge service center Leads, Technicians, sales team.
- Monitoring and tracking of Service Centers performance and audit of the after-sales activities monthly.
- Responsible for designated Region Aftersales KPIs Target as set out on a monthly/annual basis.
- Repair Speed (Turnaround Time, Long Term Pending).
- Used parts return ratio.
- Repair Quality – Repeated Repair Ratio.
- Parts Availability.
- Customer satisfaction.
- Partnership Review on Service.
- Revenue.
- Experience metrics: attainment of signed off matrices aimed at better enhanced customer experience in the regions.
- Vendor Payment: Ensure reconciled payment schedules for the designated region ASCs and to be within the approved budget.
Requirements
- A Technical Certification in Computer Science, Maintenance and Electrical engineering. A First Degree in above will be an added advantage.
- Minimum of 2-5 years in a busy field related environment supporting mass segment products (solar energy products, home electronics, mobile phone etc).
- Possess superb customer service skills and an ability to diagnose and solve problems from both technical and non-technical descriptions provided by customers and partners.
- Demonstrate negotiation and monitoring skills in managing 3rd party vendors.
- Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
- Excellent organizational, multi-tasking and time-management skills.
- Passion for social enterprise, development of people and environment benefits.
Location: Kwara (Offa)
#J-18808-Ljbffr…