Regional Service Technician

Job Location:

Regional Service Centers, Nairobi and Coast.

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Regional Service Center Manager

The job holder will be expected to provide product service and customer support at d.light’s service centers and during field service visits and manage all repair, maintenance, and test tasks assigned by the regional service manager or that come to the service center.
Diagnose errors or technical problems and determine proper solutions to support all d.light’s products and deliver exceptional service to our customers. The job holder will have to be highly in tune with solar technology, consumer electronics, and mobile phone repair.

• Work with the service teams to identify and undertake all required product repair activities in accordance with the relevant specifications and set standards, on schedule.
• Provide service and customer support at the service center and during field service visits
• Manage all repair, maintenance, and test tasks for d.light’s customers at the service center
• Diagnose errors or technical problems and determine proper solutions
• Document repair and service processes on Atlas or any other platform provided by d.light
• Follow all the company’s service procedures and protocols
• Cooperate with other technical team members and share information across the organization
• Comprehend customer requirements and make appropriate recommendations or briefings
• Ensure top-standard customer service at all times
• Manage spare parts, tools & other company inventory as will be assigned from time to time.

• Meet service center operation’s targets. (100%)
• 100% timely utilization of and accurate data capture on d.light’s Service Platform (Atlas)
• Spare parts and refurbishment stock management at service center
• Repeat repair ratio of less than 3%
• Supporting 100% d.light’s service centers through technician training or any other relevant support as assigned by the service center manager
• Achieve paid after service at 100%
• LTP below 12%

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