Technical Customer Representative Coordinator

  • Full Time
  • Dar es Salaam
  • Applications have closed

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).
 

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