JOB DETAILS:

Primary Responsibilities: What you'll do:

● Implement the Service Strategy through the building and management of an efficient service infrastructure of retail shops and field teams within the service territory

● Plan and assign work to Field Service Managers within the territory to execute on service management and ensure adequate staffing in the right services

● Monitor the timeous and efficient delivery of services to customers and timeous customer payments to the business; identify critical patterns and recommend appropriate actions in consultation with the Head: Services

● Conduct field evaluations and spot checks to evaluate territory service management conformity and compliance to policies and procedures, and to identify training / up skilling interventions required of services team

● Oversee the provision of training and coaching interventions to services team to maximize service offering to the customer

● Monitor customer satisfaction score and devise interventions to improve ratings

● Manage the design of customer cohorts for retail and field staff to maximize service delivery

● Participate in weekly and monthly field service team meetings to monitor services provided and identify and resolve operational problems

● Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings

● Identify and assess risks to the business and formulate risk mitigating strategies for service management

● Monitor adherence to health and safety legislation and regulations across the territory during the provision of services to the customer

● Keep abreast of best practice for Service Management for product installations and ongoing product servicing

● Execute last mile inventory management to ensure that inventory is stored and transported safely minimizing damages and losses that the inventory is promptly moved through the territory in accordance with company processes and procedures, and that inventory accounting is up-to-date

● Oversee weekly inventory reconciliation for all staff and contractors across the territory

● Participate in designing, improving, and implementing strategies to improve last mile inventory efficiency

● Develop the annual budget for the territory based on operational and financial targets for the Services Department

● Approve operating budgets for the Field and Retails Shops and ensure alignment to the annual budget

● Monitor the territory operating budget to ensure expenditure is aligned to budget allocations

● Address budget variances with the Head: Services to clarify over or under-spend

● Authorize expenses as per delegation of authority

● Retire and approve retired expenditure in accordance with company policy

● Participate in the recruitment of subordinates in collaboration with management and the Human Resources Department

● Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance

● Manage the development of staff and identify training interventions in support of career development

● Input into the development of succession plans for the department in consultation with management

● Coach and mentor team members to foster personal growth and teamwork

● Approve leave, leave, subsistence and travel expenses as per delegation of authority

● Provide updates to the Human Resource Department on any location changes of team members

● File documentation to ensure availability and ease of retrieval at all times

● Participate in weekly and monthly field service team meetings

● Communicate daily with the Head: Services to provide the necessary updates on operations within the territory

● Develop and maintain relationships with Field Service Managers and service teams to ensure business continuity and smooth running of operations

● Support the collaboration across functions to understand and resolve problems on the ground

● Engages customers via multiple channels to obtain feedback on how needs are being met

Required Qualifications:

● Degree in Commerce or any relevant field of study

● 6 years’ experience in product service management, of which 4 years is at a management level

● Knowledge of methodologies in Product Service Management

● Understanding of the local business environment

● Knowledge of the relevant legislation pertaining to the country

● Knowledge of basic financial principles

● Management skills

● Analytical skills

● Relationship management skills Preferred Qualifications:

● Relevant post graduate qualification

● Professional qualifications in Customer Service would be advantageous

● Experience in renewable energy, telecom, or FMCG

Why you want to work with us:

● You get to meaningfully and tangibly change the lives of millions of people who lack access to reliable, affordable and clean energy

● Join one of the most cross-functional, dynamic teams; charged with developing and executing on the company’s product vision

● Live in and travel around one of the loveliest and most exotic parts of Africa

● Work to solve energy access for more than one billion people living off the grid and develop a deep understanding of global energy challenges

● Be a part of a fast-growing organization transitioning from startup to a high growth global enterprise

● Work with some of the smartest, most committed, and hardest working co-workers from Silicon Valley to Africa The role will be responsible for leading a team within the respective territory in the provision of service to maximize customer satisfaction

Job application procedure

https://www.brightermonday.co.tz/job/territory-service-manager-gq2qxk