d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy.
The Role
The Regional Service Center Manager will execute After Sales initiatives for d.light within a designated region through partnerships with appointed partners and in d.light service offices. The holder will be involved in sourcing, onboarding, capacity building, monitoring and evaluation of service partners within the region with an aim of delivering excellent Customer Experience & After Sales Services in their respective region.
Roles & Responsibilities
Source and vet potential Field Technicians/ Service Partners within a designated region as per approved criteria.
Field Technicians/ Service Partners will offer After Sales technical support, such as customer education, warranty inspection, product replacement, product repair, stock management and service tracking through accurate data entry in d.light Atlas system.
Assist with d.light contracts sign off with the potential Field Technicians/ Partners/ Vendors.
Provide After Sales training to upskill regional teams such as: Technicians, Collection and Sales teams.
Monitoring and tracking of Service Partners performance and audit of the After Sales activities they perform monthly.
Responsible for designated Regional After Sales KPIs target achievement including Repair Speed, Inventory management, Repair Quality, and Parts Availability.
Manage vendor payments by reviewing partner work orders and earnings within d.light policy provisions.
Attainment of signed off matrices designed to better enhance customer experience in the region.
Key Performance Indicators (KPIs)
Activate Field Technicians/ Partners/ Vendors (Authorized Service Centers) as per budget and roll out plan.
Monthly performance checks of acknowledged Service Centers as per approved evaluation and audit criteria.
100% timely utilization and accuracy of After Sales tool (Atlas) in the Regional Service Centers.
Forecast and ensure 100% accuracy of stock management with Authorized Service Centers and Field Technicians.
Resolve pending tickets, work orders and customer units at the Service Centers as per KPIs.
Monitor and report on Weekly/ Monthly used parts return/ collection ratio.
Provide Daily/ Weekly/ Monthly After Sales reports and collect partner engagement feedback.
Skills and Experience
Bachelor’s degree in Business Administration, Engineering (Mechanical/ Electrical/ Electronics), or a related field.
Technical Diploma Certification in Computer Science, Maintenance, Software Development, Electronics and/ or Electrical Engineering.
Minimum of 4 years proven track record in after-sales service management, ideally in solar products, consumer electronics, or renewable energy sectors.
Experience sourcing, onboarding, and managing regional service partners/vendors in a distributed network.
Hands-on expertise in technical repairs, warranty processes, inventory management, and KPI-driven performance tracking.
Prior success in training field teams and achieving service-related targets.
Experience with vendor payment reconciliation and contract management.
Superb customer service skills and ability to diagnose technical and non-technical problems.
Strong negotiation and monitoring skills for managing 3rd party vendors.
Excellent organizational, multi-tasking and time-management skills.
How to Apply
Interested and qualified candidates should apply online via the d.light portal at dlight.zohorecruit.in. Alternatively, you can follow the application link provided: https://www.myjobmag.co.ke/apply-now/1162018.
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