Vacancy title:
Field Service Manager

Jobs at:
Off Grid Electric

Deadline of this Job:
17th August 2018

Duty Station:
Tang, Tanzania

Summary
Date Posted: 13th August 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

JOB DETAILS:

Off Grid Electric is an international, venture-backed startup that's aiming to power Africa with clean and affordable solar energy. We design, manufacture finance and distribute best-in-class solar home systems for the African market with a globally distributed team. Our user-centered design tenets balance designing as rational solar energy products for our customers and building high-quality, scalable products.

The Position:
The role will be responsible for coordinating and managing a team within the field and at retail stores in the provision of suffice to maximize customer satisfaction in respect of product installations and ongoing servicing of customers.

Primary Responsibilities:

 What you'll do:

• Implement the Service Strategy through the management of an efficient service infrastructure of retail shops and field teams 1 produce weekly, monthly and quarterly plans to drive service results and meet set targets
• Assign work to Officers to carry out product installations and provide ongoing servicing of products
• Manage the day-to-day operations at retail shops to monitor the timeous and efficient delivery of services to customers
• Conduct field evaluations and spot checks to evaluate performance of the Field Service Officers
• Provide training and coaching interventions to retail and field services team to maximize service offering to the customer
• Monitor timeout customer payments to the business and follow up on any outstanding payments owed which have been escalated by the Officers identify any critical patterns impacting service delivery and make recommendations on appropriate actions to the Territory Services Manager
• Monitor retail and field teams ‘adherence to company policies and procedures and address any areas of non-adherence or non-conformity
• Monitor customer satisfaction score and recommend interventions to improve ratings
• Plan and recommend customers cohorts within the service territory per available resources and service infrastructure
• Participate in weekly and monthly field and retail 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 input into the improvement on service offerings
• Identify and assess risks to the business and input into the formulation of risk mitigating strategies in collaboration with the Territory Services Manager
• Monitor compliance to health and safety legislation and regulations by Officers in the field
• Keep abreast of best practice for Service Management for product installations and ongoing product servicing
• Oversee the weekly inventory reconciliation for flagship stores
• Oversee weekly last mile inventory reconciliations in all customers’ cohorts within the service territory
• Monitor the control over damages and for losses of inventory within service territory

Required Qualifications:

• Degree in Commerce or any relevant field of study
• 4 years‘ experience in product service management, of which 2 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
• 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 grow global enterprise
• Work with some of the smartest, most committed, and hardest working co-workers from Silicon Valley to Africa