BURN
About the role
The job holder will implement a process that will identify and develop the capability of BURN to deliver exceptional technical care support for BURN products to our customers. The job holder will roll out a technical care network & work with BURN field managers to achieve the commercial KPIs.
The Technical Customer Representative Coordinator will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system.
Duties and Responsibilities
- Implement the technical care support model and roll out a network of technical customer representatives (TCRs) in line with the laid down strategy
- Coordination and reconciliation of stock between warehouse teams and technical customer representatives
- Provide training to technical customer representatives, sales team, and field logistic personnel.
- Evaluate the TCR performance and audit the delivery/after-sales activities every quarter.
- Share audit feedback with B2C Channel manager/Sr Aftersales manager/partners and follow up on improvement areas identified during the audit period.
- Responsible for the key KPI’s Target as set out on a Quarterly/annual basis: –
- New Installation TAT
- Swap SLA (Turnaround Time, Long-Term Pending).
- Retrieved units reverse Logistics management.
- Swap Quality – Repeated Swap Ratio.
- Stock reconciliation
- Support commercial teams in credit management
KPIs
- TCR network expansion based on sales targets. (100%)
- Training of new and existing technical care teams.
- A quarterly performance audit of technical care service as per approved evaluation and audit criteria
- 100% timely utilization and accuracy of ECOA aftersales tool in all technical care services
- Installations, swaps and retrieval of units <24 hours.
- Weekly & Monthly swaps/retrieved unit return ratio< 95%
- 24 Hours lead time for forward & reverse logistic partners sign off & management
- Weekly and monthly reporting of technical care activities.
- Tracking technical care cost (Weekly and monthly reporting)
- Supporting the credit collection team with issues related to defective products
- Used spare parts return and NTF (<3%) management.
Skills and Experience
- A degree in electronics / electrical, telecommunication, Business Administration, or related field.
- Minimum of 5 years in an operational support role.
- Having deployed an aftersales service strategy for technology, Telco / fast-moving home appliances
- Demonstrate understanding of the aftersales process, spare parts management and warranty aspects
- Ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives.
- Strong mindset for continuous improvement and meeting or exceeding expectations.
- Able to demonstrate complete discretion and confidentiality.
- Superior verbal and written communication skills with an emphasis on tact and diplomacy.
- Business-driven, people-focused, with exceptional influencing skills.
- Excellent organizational, multi-tasking, presentation, and time-management skills
- Passion for social enterprise, development of people, and environmental benefits.
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).